Customer Direct CEO and leadership

My professional experience spanning 15 years of multi-level responsibility has been dominated by the implementation and use of cutting-edge call center technology such as NICE (call quality monitoring), CMS (call statistics), Verint (workforce management), Aspect (telecommunications) and Pipkins (workforce management). I possess the confidence and expertise needed to face the toughest leadership challenges and have a proven track record as a solid achiever. Notable career accomplishments/experience includes the following:

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• Implemented sales initiatives designed to drive improvements in Conversion rate, AOV, UPT (units per transaction) and RPC (Revenue per call). Increased center RPC by over $5 per call, which generated over $150,000 per month in additional revenue.

• Developed resolution line call type tracking tool to identify process/training improvement opportunities as well as associate coaching opportunities. Reduced inbound call volume to the resolution team by 30% over a 6-month period.

• Implemented efficiency/accuracy standards for the Quality Analysts, which led to a 100% increase in the quantity of inbound calls monitored by the team.

• Streamlined direct ship customer service operations, which allowed the department to reduce its annual budget by $50,000.

• Project Manager for contact center IT service requests. Worked directly with the IT department to manage open service requests. Was responsible for prioritization of requests and development of training documentation for project go-live.