Experience

Skybridge Americas Inc.

• Outsourcing/Offshoring
• 200 - 300 Employee

• SVP - Contact Center Solutions

  • Jan 2015 - Present



AmTrust Financial Services, Inc.

• United States
• Insurance
• 700 & Above Employee

• Director - QA, Project, Vendor & Workforce Management

  • Oct 2010 - Jan 2015

  I oversee four functional areas that are critical to the sales and service operations at AMT Consumer Services. These areas are Quality Assurance & Consumer Insights, Project Management, Vendor Management and Workforce Management & Operational Reporting. Quality Assurance & Consumer Insights: • Call Monitoring and Sales Verification Teams • 3rd Party QA Vendor Management • Client & Internal Audit Support • Executive and Regulatory Body Response Team • Consumer Insights &… Show more I oversee four functional areas that are critical to the sales and service operations at AMT Consumer Services. These areas are Quality Assurance & Consumer Insights, Project Management, Vendor Management and Workforce Management & Operational Reporting. Quality Assurance & Consumer Insights: • Call Monitoring and Sales Verification Teams • 3rd Party QA Vendor Management • Client & Internal Audit Support • Executive and Regulatory Body Response Team • Consumer Insights & Reporting Project Management: • Oversight of Strategic Projects for Consumer Experience • Process Improvement Initiatives • New Vendor/Program Implementations Vendor Management: • Ongoing Management of Three Strategic Telemarketing Vendor Partnerships • New Vendor Due Diligence • Oversight of Program Goal Setting & Performance Management Workforce Management & Operational Reporting: • Oversight of Forecasting & Staff Planning for Internal & Vendor Partner Locations • Enterprise Scheduling Optimization • Real-Time Call Routing and Agent Adherence Management • Agent and ACD Reporting & Analytics Show less



Target

• United States
• Retail
• 700 & Above Employee

• Manager - Global Workforce Management

  • May 2004 - Jul 2010

  Managed the Workforce Management Operations teams providing forecasting, scheduling and real-time support for 6 contact centers at Target Financial Services. In addition, led strategic initiatives to drive resource and operational optimization. Provided insights and operational recommendations to contact center senior leadership. Managed and developed Operations Managers and several skip levels of workforce planning professionals.



Circuit City

• Technology, Information and Internet
• 700 & Above Employee

• Manager - Credit Operations

  • 1998 - 2004

  Directed front line supervisors in the management of a large call center operation. Call center operations focused on deepening customer relationships while providing service to their Circuit City and Visa credit cards. In addition, I led back office operations including Fraud, Disputes, Financial Process and Financial Reporting.