Professional Experience
Dynamic Executive with a proven track record of success in driving strategic improvements with measurable results in executing and designing “Best in Class” contact centers. Versatile and accomplished professional with more than 20 years of experience in managing and optimizing strategies to create or recapture value, skilled in scrutinizing data to identify opportunities for improvement, efficiencies, and to optimize end-user products/experiences. Actively drives sales and cost savings initiatives with technology, is experienced in BPO and captive operations, and manages multiple P&L’s. A diligent and motivated innovator exceptionally well-versed in making educated and empowered decisions, championing business value, and building a high-performing, collaborative culture.
2001 - 2021
New York Life Ins. Company
Vice President, Sales & Service Operations
Corporate Vice President, Service Technology
*Promoted throughout tenure
Lead diverse teams with complete oversight of all processes, procedures, KPIs and other goal-setting frameworks and results for sales and service. Direct managerial responsibilities focused on the hiring and retaining employees, overall quality and compliance, workforce capacity and project/product planning, technology, and training. Skillfully formulate governance while developing collaborative strategies and efficiencies. Develop innovative revenue generation strategies. Manage and maintain continuous improvement and governance while maximizing overall workforce efficiency and effectiveness. Analyze key data insights, leverage information and resources to optimize the outcome, and counsel executives on significant initiatives. Cultivate strategy development and culture changes across the organization. Invest in teams and foster career development via hands-on training, intensive coaching, and mentoring. Develop critical organizational roadmaps and informational communication to educate leaders, employees, and staff members.
Business objectives and accomplishments successfully achieved through tenure include:
• Optimized overall ROI and boosted the profitability of $50M CC budget; producing $10M in retained premiums and $8M in incremental sales by closely monitoring and managing KPI, providing accurate forecasting, and hands-on coaching.
Effective operational, organization, and people development objectives completed and developed include:
• Spearheaded the establishment of a Voice Governance council to support shared services while effectively collaborating across the enterprise with C-level personnel and technology teams to support organizational business
contact centers. Special projects developed, assisted on, coordinated, and directed include:
• Presided over redesigning a risk-based quality control program focusing on end-to-end processes, essential metric creation, and reporting to senior leadership.
As Corporate Vice President of Service Technology, managed and maintained Workforce Management, Training, Quality, and provided back-office assistance for all support teams and the contact center functions. Directed and supervised three specific tech teams; an IVR/Digital voice technology team serving the enterprise, a Claims Tech team to support the Fineos software implementation, and a Back-Office Tech team responsible for remittance, image capture, and processing. Monitored and provided reporting metrics via database and reporting analyses with a specialty in Speech Analytics and Customer Survey(s) utilizing Qualtrics.
2016-2017
Adjunct Professor, Everglades University
Leveraging management and business expertise to deliver education services to students through:
Preparing course plans and materials
Delivering courses
Monitoring progress/attendance
Advising students
Recording grades and submitting reports
2000 - 2001
Alltel Communications
Direct Contact Center Support
Supervised and directed support staff with a focus on Quality and Workforce Management for a contact center of more than 800+ team members. Served as Project Manager over the implementation of a compliance recording solution in collaboration with Witness systems. Coordinated the centralization of the Enterprise WFM team resulting in an overall improvement in call center functions.
1995 - 2000
GTE/Verizon Communications
Supervisor Retention & Loyalty Program
Improved overall customer retention by successfully leading and providing direct coaching to a team of Sales Associates. Launched a new program ultimately leading to a 10% increase in customer retention via successful training and positive associate recognition. Collaborated cross-functionally with Marketing and Human Resources teams to ensure success in quarterly campaigns.