The ROC: Resource Optimization Center
Managing the efficiency, productivity, and performance of business operations.
Highly analytical, innovative, and organized with a history of developing effective strategies for overcoming challenges and improving operations through the application of sound business expertise and advanced technology
BUSINESS OPTIMIZATION SERVING:
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Senior Vice President
Reinventing customer service. Thought leadership applied to revolutionize your approach to employee experience, customer experience, and expense optimization.
Vice President, Global Enabling Services
Global optimization of workforce management, reporting & analytics, risk, quality, L&D, sourcing, and platform management for MetLife's contact centers.
Vice President, National Contact Centers
Targeted strategic optimization of a $1.8B budget in areas of workforce management, 3rd party vendor management, desktop technology, call routing, and IVR platforms for Comcast contact center operations.
VP, Customer Service & Contact Center
Contact center and NOC leader, managing tactical daily operations while completing the integration of four acquisitions, consolidating offshore and onshore contact centers.
GTE / BBN TECHNOLOGIES
Director of Wholesale Sales
Led a team of inside sales professionals that generated $45M+ annual revenue through wholesale of IP services to the national and international ISP markets.