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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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.
ISP Architect & Sales Account Manager
Sales and service for Wisconsin business community; computer networking, technical support, repair, website design, and Internet solutions.