25+ years of experience in customer service in contact centers including startup, adding additional centers, staffing, organizational design, and adding innovative technologies. My focus was Identifying Key Performance Indicators (KPIs), and performance metrics. These include measurement, monitoring, developing coaching tools for supervisors, optimizing performance development plans and reporting results to executives and leadership.
Selected and implemented technologies including workforce management solutions, IVR, quality assurance monitoring, telephony solutions, customer feedback (CSAT), and knowledge bases. Directed and managed redesign and maintenance of web applications. Analyzed operations for contact centers to improve cost efficiencies, staffing redesign, training, and quality.
I am focused on developing leaders and teams within the contact centers I direct. I have successfully developed directors, managers, supervisors, agents, as well as support personnel for multiple contact centers both at home and remotely. I like to get to understand people’s strengths so I can build on those strengths and remove obstacles so people can excel in their roles. My most recent work experience provided an opportunity to learn how to collaborate in the labor environment.
Some of the companies I am proud to have worked with are Western Wireless (Cellular One), T-Mobile, Starbucks Coffee Company, WDS Global/Xerox, and Seattle Public Utilities. I have learned best practices from each experience and from the people I have worked with to be successful and have a positive return on investment (ROI). I look forward to the opportunity to take those learnings and assist other companies to improve people and performance.
25+ years experience in staffing (including interviewing and hiring), training, quality assurance, and developing performance. The past 20 years have been focused on the contact center industry. Other industries worked in are retail, wireless, healthcare, and technology. I am skilled at the management level of training, quality assurance ("This call may be recorded..."), performance development, training leaders to coach, mentor, and develop their direct reports.
I view at people as "well intended" and teach others to look at their direct reports with that filter. This allows leaders to see the best in each individual, possibly better than the individuals see in themselves. On Myers Briggs I am strong on the "Feeling" side of "thinking and feeling" and this is reflected in my work. I know that companies can achieve business results through their people. I bring enthusiasm and energy to my work as well as a developed sense of humor.
My background working for great brands like Starbucks Coffee Company, CellularOne, and McKesson as well as staffing for Adobe, Microsoft, Verizon, T-Mobile, Seattle Childrens Hospital have provided a value add to my work. My degree in secondary education has provided a foundation for my work in training and development of people. I have also volunteered as an advisory chair for a technical college committee, judged annual DECA competition, and currently am volunteering at Fresh Start to assist women in securing employment.