Experience

BPO Partners LLC, an InflowCX Company

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Customer Experience/Outsourcing Advisor

  • Aug 2015 - Present

  Helping Clients transform their customer experience to improve revenue, reduce cost and achieve operational excellence. - Operational/call center assessments for Internal and/or Outsourced operations - Operational Strategy Development, Business Plan Creation, ROI analysis - Sourcing advisor for call center outsourcing, staffing and IT (cloud-based telephony/IVR platforms, Workforce Management Systems, CRM, KM, Training/Quality) - Project Management and Implementation Guru - Agent process design and implementation for driving Sales (acquisition and upsells), reducing costs (FCR, Customer Education, Self-Service) - Operational Design and Process Implementation (performance management, customer experience mapping and recommendations) - Cloud-based Telephony/IVR design, tester, implementer - Training and Quality assessments, developing/facilitating training and transforming training/quality programs - Vendor Management – design and launch programs to support operational metrics - Call Center Staffing and Forecasting Show less



K12

• United States
• E-Learning Providers
• 700 & Above Employee

• Director, Enrollment and Sales

  • Sep 2013 - Aug 2015

  Responsible for managing multiple aspects of K12’s Enrollment Operations (Sales Operations) including outsourced call center operations, vendor management, contracts, budget planning and submission, forecasting/staffing, performance management and telephony platforms. Develop and lead strategic initiatives to streamline processes and resolve operational gaps in order to transform the customer experience and reduce costs. Partner with K12 internal teams, such as Marketing and Finance, to redesign and resolve gaps in the forecasting and operational processes as well as educate internal teams regarding call center/enrollment center forecasting, staffing and implementation best practices to allow for Enrollment Center success. Lead and participate in strategic operation analysis and initiatives. K12’s subject matter expert for the company relating to the Five9 (cloud telephony provider) relationship and implementations. Working with other internal teams to provide strategic guidance on transitioning to the Five9 platform Show less



AOL

• United States
• Software Development
• 700 & Above Employee

• Director Contact Center Operations & Workforce Management

  • Jun 2012 - Jul 2013

  Responsible for managing all aspects of AOL’s domestic and international outsourced call center operations (1000+ agents) including vendor management, contracts, budget planning and submission, forecasting/staffing, performance management and customer/agent platforms. Directed retention/adoption/upsell and cross-sell programs to improve the customer experience via the outsourced call center channels (phone, email and chat) as well as responsible for improving the customer experience via the IVR and help platforms. Developed and led strategic initiatives to streamline processes and resolve operational gaps in order to transform the customer experience and reduce costs. Lead and implement efforts to source new vendors to meet global strategy and financial objectives and provide consultation to AOL executives on customer service best practices which include contact center divestitures, consolidations and launching customer service channels Show less

• Program Director of Call Center Outsourcing

  • Jul 2007 - Jun 2012

  Responsible for the account management for all outsourced call center partners including: sourcing for new call center partners, launching new call center partners, creating and negotiating contracts, managing call center staffing and technology implementations, managing outsourced call center budget, leading quarterly business reviews.Also responsible for leading strategic outsourcing initiatives as well as help the operations team with business process re-engineering efforts

• Program Director - Wow Operations

  • Aug 2010 - Jul 2011

  Managed operations for Wow.com - AOL's daily deal site for local and national deals - Real Deals for Real People



AOL

• United States
• Software Development
• 700 & Above Employee

• Sr. Program Manager, Global Outsourcing

  • 2006 - 2007

  Responsible for the account management of call center partners as well as launching new call center partners. Led all finance initiatives for the vendor management team: managing the bonus/incentive model for call center partners, reviewing all partner invoices, auditing contracts, completing accruals/financial reporting Responsible for the account management of call center partners as well as launching new call center partners. Led all finance initiatives for the vendor management team: managing the bonus/incentive model for call center partners, reviewing all partner invoices, auditing contracts, completing accruals/financial reporting



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Manager

  • Jul 2000 - May 2006

  Release manager for large scale system integration work for Accenture financial lending clients (student lending). Managed teams (onshore/offshore as well as contractors) responsible for the requirements, design, development, testing, and product support phases. Recognized as a functional SME for higher education lending. Release manager for large scale system integration work for Accenture financial lending clients (student lending). Managed teams (onshore/offshore as well as contractors) responsible for the requirements, design, development, testing, and product support phases. Recognized as a functional SME for higher education lending.