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Innovative, results driven senior level contact center/ops leader that delivers above average results by driving positive and productive cultures for customers and employees. Customer service and direct sales leveraging 13+ years experience implementing best-in-class processes and procedures while leading medium (200 employees) to large size (500+ employees) customer service and direct sales operations. Experienced in start-ups, KPIs, operational training programs, along with project leadership experience. Very experienced in delivering best in class customer service/experience, while exceeding business objectives with team work under high expectation/pressure situations. Specialties Contact Center Management/Technology ? P&L Management ? Net Promoter Score SME? Contact Center Sales ? Customer Service ? Leadership by Example ? Meeting/Presentation Facilitation Skills ? Analytical/Data Analysis ? Root Cause Analysis ? Process Engineering ? Change Management ? Excellent Follow Through ? Workforce Management ? MS Office Suite-Visio ? Project Management ? Revenue Growth Experience ? Strategy and Business Plan Development ? Vendor Management ? Right Sizing ? eBusiness