Highly talented and accomplished leader with over 25 years in Call Center Operations. Maintains an exceptional record of consistently exceeding objectives, while providing top quality customer service and employee satisfaction.
I have successfully led multi-site workforce management and shared services organizations for large companies such as Citibank, Sears, AT&T, Comcast, MetLife and Elevance Health. Multi-site experience with the ability to produce outstanding results in a complex, high-volume environment.
Call Center Optimization, Global Command Center Management, Call Routing, Project Management, Forecasting / Scheduling, Process Improvement, Intraday Management, Change Management, Workforce Management, Disaster Planning & Recovery
I have been married to my wife Helen for 30 years and have 3 Children, Will, Margaret and Katie. Will is a geological engineer in Arkansas. Margaret is a forensic chemist and lives in Florida. Katie is a senior in high school, preparing to go to college in the fall.