Highly-talented operations and technology management professional with history of achieving significant results for a company’s growth, effectiveness, and bottom line. Recognized as leader in Customer Experience Architecture and Solution Design, Contact Center Solutions and Operations, Customer ...more

Highly-talented operations and technology management professional with history of achieving significant results for a company’s growth, effectiveness, and bottom line. Recognized as leader in Customer Experience Architecture and Solution Design, Contact Center Solutions and Operations, Customer Satisfaction, Multi-Channel, Multi-Media and Multi-Modal Marketing, Business Process Analysis, Self Service & Automation, Behavior Analytics, IT / Telecom, Voice of the Customer, eCommerce, CRM/IVR/CTI strategies, Help Desk Operations and Command Center Operations. Driver of innovative end-to-end solutions, full program development lifecycle, complex multi-organization projects, and distributed resources. Skilled in international call center operations, start-up call centers, and hardware / software systems design and implementation that support large scale business operations. Known for progressive and collaborative approach to enterprise-wide project management and delivering results on time and within budget. Health Care Quality Management (HCQM) Board Certified Specialties: *IT Solutions Development/Management * IVR / ASR System Integration * IT Strategy & Architecture * Vendor Selection & Contract Management - Call Center Operations * IT Dashboard & KPIs * Telecommunications Project Management * Team Leadership – on-shore, off-shore * Electronic Gaming * Business Process & Performance Management * Data Center Operations * Budgets, Forecasts, P&Lless