Experience

• 

  Alorica

  • United States

  • Vice President Sales Effectivness

    • Oct 2023 - Present
    • United States

• 

  My Virtual Lawyer LLC

  • Chief Operations Officer

    • Jan 2018 - Present

• 

  Empassion Health

  • Dayton, Ohio, United States

  • Vice President Central Operations

    • Apr 2023 - Oct 2023
    • Dayton, Ohio, United States

• 

  Alorica

  • United States
  • Outsourcing/Offshoring
  • 700 & Above Employee

  • Vice President GST

    • Mar 2019 - May 2023

  • VP, Client architect

    • Nov 2014 - Mar 2019

    Working with the sales team and operations to create the best solutions for our new and existing customers.

• 

  APAC Customer Services

  • Director of Client Solutions, Healthcare

    • May 2011 - Aug 2013

  • Director of client services

    • Jan 2007 - Aug 2013

  • Client Solutions Manager

    • Mar 2009 - Mar 2010

• 

  APAC CUSTOMER SERVICES, INC

  • Director

    • Jan 2006 - Aug 2013

    Responsible for overall performance and strategic growth of Fortune 100 Healthcare client programs. Single point of reference for success of relationship for APAC's longest healthcare client, accounting for more than 35% of overall revenue. Manages both international and domestic account delivery. Managed team of 1,100 healthcare employees, served as liaison with finance, marketing, legal and senior executives for all operational and contractual issues for $45 million dollar account, Maintained Excellence in client satisfaction survey scoresGenerated $20million in additional project revenueRestored Executive level relationship with a Fortune 100 client account in jeopardy Maintained 100% compliance to HIPAA and SARBANES regulations

• 

  APAC Customer Services

  • director, healthcare operations

    • Feb 2006 - Feb 2007

  • Senior Account Manager 2002

    • Jan 2006 - Jan 2007

    Managed operational challenges for three Fortune 500 Healthcare clients. Efforts resulted in near perfect client satisfaction scores, as well as industry awards for Quality, Service and Innovation. Developed an incentive plan that increased performance and allowed client to meet critical business needs. Due to increased center performance, the incentive plan improved profitability by more than 18%. Managed multiple task orders and multiple accounts. Relied on to save critical account relationships, including improving performance to meet KPI goals during short, extensive ramp periods - not only met performance goals, but improved relationship with key clients recognized by Executive Level at client as "single handedly saving relationship." Differentiated service by delivery of a high quality customer service. Directly improved client satisfaction score by 75% to a near perfect scoreOperated program that was awarded MVP Quality Award from CustomerInteraction Solutions Magazine for outstanding performance an unprecedented THREE YEARS.Grew account profitability of critical program by more than 18%

  • National Account Manager

    • Feb 2005 - Feb 2006

• 

  APAC Customer Services

  • Operations Manager

    • Jan 2000 - Jan 2002

    Recruited, hired and trained staff for 3,000 employee center. Managed Operational KPI compliance across multiple programs, ensuring that all programs met contractual requirements and government regulations. Oversaw production of the first licensed pharmacy in a call center for entire industry. Responsible for client tours and sales effort support. Grew center production by 38% and adhered to strict quality assurance standards for al deliverables. Created Operational Solution for Industry's First Call Center PharmacyWorked with Executive Staff to Improve Center Sales ToursAccomplished 100% of revenue, quality and performance goals