Experience

Registry Of Motor Vehicles

• United States
• Real Estate
• 1 - 100 Employee

• Director for Contact Center at MASSDOT -

  • Aug 2018 - Present



Computershare

• Australia
• Financial Services
• 700 & Above Employee

• Call Center Manager

  • Sep 2006 - May 2017

  Manager, Inbound Call CenterResponsible for 150+ inbound call center agents. Accountable for the operational excellence and efficiency of the call center to achieve KPIs and financial objectives. Achieved the highest rated internal call center performance for productivity and quality KPIs for multiple years.Developed and coached team leaders to execute consistent management practices to achieve a sustainable operating rhythm.Designed and implemented goals for team leaders, assistant team leaders, and call center agents.Partnered with the training department for the needs assessment and implementation of training for employee onboarding, special events, and new clients, processes, and products.Managed a scheduling and real-time call center traffic bridge that consistently achieved daily, weekly, and monthly SLAs across multiple sites for 30+ splits.Spearheaded the Disaster Preparedness Program across call center sites.Maintained relationships with major corporate clients including AT&T, Citibank, Verizon, Exxon, responding quickly and diplomatically to client concerns to ensure superior service and satisfaction.