2013-PRESENT

METLIFE

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.

2007-2012

COMCAST

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.

2003-2007

CLEARTEL COMMUNICATIONS

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

1998-2003

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.

1993-1996

DATA PLUS

ISP Architect & Sales Account Manager

Sales and service for Wisconsin business community;  computer networking, technical support, repair, website design, and Internet solutions.