Experience

Alviere

• United States
• Financial Services
• 1 - 100 Employee

• Director, Contact Center Operations

  • Oct 2021 - Present

  Denver, Colorado, United States



Viasat

• United States
• Telecommunications
• 700 & Above Employee

• Operations Manager

  • Sep 2017 - Oct 2021

  Englewood, Colorado, United States Selected to launch a Center of Excellence for customer care operations through 1 internal call center and 1 outsourced call center operations. Lead a total staff of up to 50 with 4 direct reports. Reported to Director of Customer Care Operations with dotted line to Sr. Director. Accomplishments: -- Department Launch – Hired and trained an initial staff of 26 call center staff to study all aspects of contact center operations (CSAT, call flows, agent training), establishing a fully… Show more Selected to launch a Center of Excellence for customer care operations through 1 internal call center and 1 outsourced call center operations. Lead a total staff of up to 50 with 4 direct reports. Reported to Director of Customer Care Operations with dotted line to Sr. Director. Accomplishments: -- Department Launch – Hired and trained an initial staff of 26 call center staff to study all aspects of contact center operations (CSAT, call flows, agent training), establishing a fully functional team within 90 days. -- Leadership – Mentored and promoted 25 staff, with 95% retention of high-potential performers. -- Process Improvement – Identified an underperforming Tier III support team. Restructured agent training and call flows for efficient technical support, eliminating Tier III team for OpEx savings Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Director, Account Management

  • Jan 2015 - May 2017

  Denver, Colorado, United States Recruited to assure enterprise account satisfaction and retention for a $1.2B international call center BPO firm serving Fortune 500s. Report to COO, North American Operations. Strategically manage 3 key accounts (SiriusXM Canada, Wide Open West, ViaSat) with $30M in combined revenues. Oversee an Operations Management team of 4 and a total Customer Care staff of 750 at 6 sites worldwide. Accomplishments: -- Major Projects – Instrumental in planning and execution of major client… Show more Recruited to assure enterprise account satisfaction and retention for a $1.2B international call center BPO firm serving Fortune 500s. Report to COO, North American Operations. Strategically manage 3 key accounts (SiriusXM Canada, Wide Open West, ViaSat) with $30M in combined revenues. Oversee an Operations Management team of 4 and a total Customer Care staff of 750 at 6 sites worldwide. Accomplishments: -- Major Projects – Instrumental in planning and execution of major client initiatives, including development of client-centric metrics, data center migration planning and execution, and new technology implementations. -- Revenue – Drove 15% growth in SiriusXM Canada’s annual revenues 2015 to 2016 through development of comprehensive customer service approach (agent training, rigorous operational execution, call routing optimization) that distinguished Sirius from their competition. -- Gross Margin – Improved Acticall’s gross margin on an underperforming account by 12% 2015 to 2016 while improving attainment of KPIs through operational streamlining and cost management across multiple teams. -- Client Satisfaction & Net Promoter Scores – Raised SiriusXM Canada’s NPS score from 6 to 9 in 12 months; boosted Wide Open West’s NPS score from 5 to 9 within 15 months. Show less



Cricket Wireless

• United States
• Telecommunications
• 700 & Above Employee

• Senior Manager, Channel Sales | Customer CARE Call Center Management

  • 2007 - 2014

  Greater Denver Area Senior Manager, Channel Sales | Customer Care Call Center Management (2008–2014) Promoted to lead a team of 45 Inbound Customer Care/Churn Mitigation, Customer Contact Operations, and Call Center staffing at 2 contact centers with 450 total staff. Reported to Sr. Director, Call Center Operations. -- Planned, controlled, and optimized an operational expense budget of up to $50M annually. -- Developed consumer reactivation/retention programs incorporating innovative direct marketing:… Show more Senior Manager, Channel Sales | Customer Care Call Center Management (2008–2014) Promoted to lead a team of 45 Inbound Customer Care/Churn Mitigation, Customer Contact Operations, and Call Center staffing at 2 contact centers with 450 total staff. Reported to Sr. Director, Call Center Operations. -- Planned, controlled, and optimized an operational expense budget of up to $50M annually. -- Developed consumer reactivation/retention programs incorporating innovative direct marketing: email, direct mail, and outbound sales calling campaigns utilizing sales optimization strategies. Accomplishments: -- Improved ”First Bill” non-pay rates by 79% by implementing outbound calling to identify and resolve issues while highlighting payment due date. -- Increased First Call Resolution (FCR) rates by 5% year-over-year, from 2011 to 2014, to 64%. -- Recognized for leading the company in customer Net Promoter Scores (71%) from 5 centers through targeted customer experience initiatives. -- Led the team with the top 90-day customer retention rate within Cricket at 70%. -- Streamlined direct marketing budget by 15% and improved profits by $640K between 2010 and 2011. -- Credited with winning back >750K deactivated customers between 2010 and 2014, representing $11M in annual revenues, a 4-fold return on investment. Inbound Sales Channel & Process Development [Telesales Manager] (2007–2010) Created multiple methods to streamline inbound customer service challenges and worked to reduce customer churn through proactive retention strategies. Accomplishments: -- Boosted net activations via telesales to 15% of total net activations during tenure in position. -- Improved agent sales conversion rates by 13% year-over-year from 2007 to 2009. -- Grew revenues 3% between 2009 to 2010 in spite of 40% decrease in traffic from available media buy. -- Increased telesales revenue generation 7% year-over-year from 2007 to 2010. Show less



Video Professor

• Software Development
• 1 - 100 Employee

• Traffic Conversion Manager, Inbound Call Center Team

  • 2005 - 2007

  Greater Denver Area Managed a staff of 3 Marketing Assistants. Reported to Marketing Director. -- Partnered with Marketing Director to develop and implement strategies, infomercials, short-form commercials, promotional campaigns, and scripts to optimize sales conversion for 40 products. Accomplishments: -- Supported 8 new product launches requiring complete product lifecycle forecasting. -- Improved customer conversion by 5% and decreased customer churn by 7% from DRTV-driven calls. -- Served as… Show more Managed a staff of 3 Marketing Assistants. Reported to Marketing Director. -- Partnered with Marketing Director to develop and implement strategies, infomercials, short-form commercials, promotional campaigns, and scripts to optimize sales conversion for 40 products. Accomplishments: -- Supported 8 new product launches requiring complete product lifecycle forecasting. -- Improved customer conversion by 5% and decreased customer churn by 7% from DRTV-driven calls. -- Served as Project Manager in technology development for real-time order processing between website, call center, and fulfillment teams to optimize sales conversion and customer satisfaction. Show less