Experience

i3 Verticals Shreveport (formerly i3 Software & Services)

• United States
• Software Development
• 1 - 100 Employee

• Director of Administration and Implementation

  • Aug 2021 - Aug 2023

  Shreveport, Louisiana, United States Oversee an Implementation Group consisting of 2 Project Coordinators, 2 Implementation Managers and 8 Implementation Specialists who install our software across the states of LA and TX to the Public Sector. Responsible for an Administrative group that houses an Accounting Team, Systems Administration as well as a Management Support Team.



Hillcrest Foods, Inc.

• Area Vice President

  • Jan 2015 - May 2020

  Charlotte, North Carolina Area Responsible for the operation of 33 Waffle House restaurants in the Charlotte, NC area with annual sales in excess of $30M and net profits averaging 9%. I supervised six direct reports, with oversight of more than 700 total employees.



Conduit Global

• United States
• IT System Custom Software Development
• 400 - 500 Employee

• Site Director

  • Jun 2014 - Nov 2014

  Greater Memphis Area Oversaw the successful ramp up, and launch, of a 600 seat call center that provided support services to Verizon Wireless customers.



Lagasse (Div. of United Stationers)

• Manufacturing
• 1 - 100 Employee

• Customer Care Manager

  • Feb 2013 - May 2014

  Greater New Orleans Area Managed the operations of the Central Region Care Unit with up to 24 direct reports. In 2013, the unit was comprised of a team of Major Account Representatives that generated in excess of $200 M in sales, an Order Entry Team that processed over 80 K customer orders and a Credit Card Processing Department.



Affirmative Insurance Holdings

• Virtual Call Center Director

  • Sep 2009 - Feb 2013

  Baton Rouge, Louisiana Area Oversaw the operation of the National Command Center that housed a Customer Retention Group, Tier One Help Desk, a Data and Analytics Group and an Administrative Support Unit. All of these entities provided sales/service support to 4 brands of low-cost auto insurance in 13 states with 400 licensed agents.



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Account Manager

  • Apr 2009 - Sep 2009

  Kingstree, SC Managed a team of up to 10 front-line call center supervisors and 225 agents that provided sales/service support to AT&T Mobility customers. I worked closely with my counterpart at AT&T to insure that client expectations were being met from every angle.



Metro One Telecommunications

• United States
• Telecommunications
• 1 - 100 Employee

• Assistant Vice President

  • Jun 2000 - Mar 2009

  Charlotte, North Carolina Area Responsible for the operation of a 24/7/365 call center that provided support services to every major wireless carrier across the country. The center employed 350+, processed in excess of 25 M customer requests annually generating revenues in the $12 M range.