Work history
Director (acting) Customer Experience
tags:
outsourcing vendor management
• quality assurance
• strategy development
• employee experience
• customer experience
• budget development and manage...
• management development
• leading large teams
• call center operations manage...
How would you describe your time at Boost Mobile (Prepaid divis...?
Developed and designed the end-to-end customer and employee experience/growth strategy to increase customer and employee satisfaction/loyalty and improve customer/employee retention. In addition, was responsible for all aspects of the outsourced customer contact organization for eight customer contact centers with over 4000 employees.
Key Achievements:
Implemented corporate education programs to help align the strategic direction of the organization, as well as build a more customer-centric culture.
Co-developed Points of Focus program that lowered overall call center cost per call, as well as reduced percent of customer base calling into contact centers resulting in an annual savings of 4M.
Developed new contact center training and quality assurance programs that focused front line on customer experience, as well as brand and loyalty strategy that resulted in improved customer satisfaction scores by over 10% in less than one year.... 
Sr. Manager Brand Education
tags:
culture change agent
• brand education
• training and development manager
• brand awareness
• brand ambassador
How would you describe your time at Boost Mobile?
Created the Boost Mobile Brand Academy a brand education program.
The program brought knowledge of the power of brands in general, as well as awareness of how each department's work affects and delivers the Boost Mobile brand promise.
The program also helped each functional area understand what it means to deliver on the brand promise....
Regional Manager Vendor Management
tags:
customer service outsourcing
• change management leader
• quality assurance
• organizational development
• training and development
• off shoring management
How would you describe your time at Nextel Communications?
Implemented a new call center vendor management program for a new outsourced customer service operation including training and development and contract administration.
Key Achievements:
Launched Boost Mobile a youth/extreme sports prepaid wireless product and its corresponding customer service operation that earned a 95% customer satisfaction rating in its first year of operation.
Developed and implemented innovative quality-assurance and brand-awareness programs that re-focused front-line representatives on the overall customer experience, while raising staff retention rate by over 5% and an annual savings of 1.5M.
Developed customer product/service education program that reduced number of inbound calls by over 20% and resulted in a savings of over 250K per month....
Sr. Manager Training & Development
tags:
instructional design
• e-learning development
• task-based learning
• adult learning theory
• department head
How would you describe your time at Nextel Communications?
Built a team of 18 multimedia and instructional designers for the creation of new a blended learning approach for a customer contact center initial training, continuing education, and career path programs for 8 customer contact centers.
Key Achievements:
Redesigned initial training and delivery program for more than 3,000 customer contact employees. The new task-based program reduced overall training time by 30%, increased ramp-up time of trainees by 15%, and resulted in a cost savings of approximately 1M per year....
Manager Sales Education & Development
tags:
organizational development
• sales training
• management development
• management recruiting
• sales
• call center development
How would you describe your time at US AIRWAYS?
Co-developed the design and restructuring of global sales operation that resulted in producing a more effective and motivated sales team, and helped recapture the key account base. In addition, designed the sales department???s recruiting strategy and managed the hiring of more than 75 management employees.
Key Achievements:
Launched four separate sales and sales-support departments in four-month time frame on time and under budget, including a 50-seat Top Account Customer Care operation with a 99% customer satisfaction rating in its first year of operation.
Developed sales training strategies across all levels of the organization that helped improve sales by over 35%.
Initiated career path program that resulted in multiple personnel promotions and improved employee morale and retention for a department with over 400 people....
Education
Humanities & Leadership
tags:
leadership studies
• leadership development
How would you describe your time at New College?
Studied leadership development.
Awarded Master of Arts degree.
