Business Process Improvement
• Reviews, redesigns and implements Customer Service Delivery, Sales and Operational processes
• Designs and implements Attendance and Performance Management Processes
• Develops and implements Key Performance Indicator (KPI) Programs
• Develops and implements Business Continuity Plans
• Conducts Employee Skill set and Responsibility Reviews
• Conducts Outsourcing and Off-shoring Analysis

Technology as a Business Enabler
• Leads Technology Needs Assessments
• Leads implementation of ACD, IVR, Work@Home, CRM, and CTI platforms
• Leads implementation of Workforce Management, Quality Management and Knowledge Management Systems
• Leads implementation of Customer Contact Management and Customer Care and Billing Systems

Customer Satisfaction
• Creates and implements Customer Care Strategies
• Creates and implements Customized Customer Service Standards
• Implements Customer Courtesy Call and Quality Assurance Programs
• Designs and leads initiatives to increase Customer Satisfaction

Increased Revenue
• Launches new Products and Services within Sales and Support Channels
• Implements Sales Platinum, Customer Retention and Save Teams
• Develops and implements Sales Training and Coaching Programs

Employee Training and Development
• Creates and implements Training and Development Strategies
• Implements Customer Service Training, Coaching, Mentoring & Employee Development Programs

Employee Satisfaction and Retention
• Creates and implements Employee Work at Home Programs
• Conducts Market and Internal Compensation Reviews
• Designs Incentive Programs based on sales, quality and efficiency
• Designs and implements Reward and Recognition Programs
• Creates Recruiting and Marketing Programs for targeted labor markets