“Experienced Operations & Call Center Leader | Expert in Customer Service, Process Optimization & Team Performance.” Result-driven operations leader with 20+ years of progressive success in call center management, customer service, and dispatch coordination across utility, healthcare, mortgage, and service-based environments. Recognized for building cohesive, high-performing teams through staff supervision, training program development, and real-time performance monitoring. Skilled in workflow optimization and quality assurance, consistently aligning call center operations with service-level expectations. Adept at root cause analysis, KPI tracking, and implementing process improvements in customer-facing environments. Known for resilience, active listening, and mentoring teams through change while sustaining focus on service excellence, conflict resolution, and team empowerment. Brings proven leadership in escalation resolution, customer satisfaction initiatives, and frontline performance development.
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