Sr Manager, Partner Performance

• Jul 2018 - Present

• Managing budget for Outsourced Call Centers in US/Canada and China. • Launching new programs to partners in US, Canada, and APAC region. • Managing Brightstar’s corporate Quality Assurance program. • Ensure that sites are performing at expected levels in existing MSA and Amendments. • Audit of Vendor invoices to ensure that billing matches contract requirements• Develop and implement action plans in any areas that we see opportunities for improvement.

Manager, Customer Support Systems

• Aug 2015 - Feb 2018

Manager of a Software Test team for an internal application that integrates functionality of multiple systems which provides an efficient and streamlined user experience. Work in collaboration with our business stakeholders, project management and development teams to ensure application meets the needs of the business and functional requirements. Manage Test Planning and Test Execution in our Production and lower environments ensure that that end users are provided with an application that is bug free.

Manager, Operational Readiness

• Sep 2014 - Aug 2015

• Monitor performance of our outsourced partners to ensure they are maintaining our revenue, quality, and call metric goals• Ensure that new initiatives implemented run smoothly o Entire site launches/closures, new LOBs to existing SOW, • Provide reporting on all metrics to sites in form of weekly/monthly/quarterly scorecards.• Travel to sites to preform inspections/audits, identify knowledge gaps, conduct focus groups etc.• Review escalated customer concerns to ensure a positive customer experience.

Outsource Manager

• Apr 2007 - Sep 2014

• Monitor performance of our outsourced partners to ensure they are maintaining our revenue, quality, and call metric goals• Provide reporting on all metrics to sites in form of weekly/monthly/quarterly scorecards.• Travel to sites to preform inspections/audits, identify knowledge gaps, conduct focus groups etc.• Develop and implement action plans in any areas that we see opportunities for improvement.• Develop and maintain team Share Point sites for Charter, Convergys, TeleTech to allow for efficient tracking and information gathering. • Review escalated customer concerns to ensure a positive customer experience.

Operations Analyst

• Apr 2005 - Apr 2007

• Reporting/Analyzing on financial, marketing, and overall customer data• Manage the Corporate Escalations and QA groups, which included; Managing productivity and performance, project deadlines etc. Until the close of the Center in July 2006• Conduct training on Charter’s various applications and policies and provide support to virtual call centers on the same applications and policies.• Provide as a back up for maintaining information in KMS.• Liaison between St. Louis call center and Charter’s outsourced centers (Convergys/TeleTech)• Create new or transfer employee accounts in the Icoms billing system.• Special project June through March 2007. Travel to In-house/Outsourcer call center to provide support/training on policies and procedures for various ICOMS sites.

KMS Admin

• Mar 2004 - Apr 2005

High Speed Data Specialist- Lead

• May 2002 - Mar 2004

High Speed Data Specialist

• Nov 2000 - May 2002