Almost two decades of experience working in the customer care industry. Over 12 years with the leading global provider of outsourced customer interaction services. My experience has been managing multi-country operational delivery, global client relationship management and sharing of best practices across all of our geographies. My goals are to offer consultative services to external companies who may not want to outsource, but need to bring in best demonstrated practices to thier "in-house" operations. Global Consulting Services Specializing in: Feasibility Studies (Should you outsource? What should you outsource?) Contact Center Operational Assessments Management Training Development & Delivery Workforce Management Tools & Utilization Improving Customer Satisfaction; Vice President of Training & Quality UnitedHealth Group - Ovations (Public Company; 10,001 or more employees; Insurance industry) May 2007 — Present (8 months) VP Strategic Accounts SITEL Solutions (Public Company; 10,001 or more employees; SWW; Outsourcing/Offshoring industry) March 2006 — April 2007 (1 year 2 months) The overall goal is to provide new revenue streams for SITEL's Strategic Accounts. Offer global management services to coordinate and develop SITEL’s multination and multi-site customers. Expand consulting services across the globe as well as look after proactive account development for our global managed clients. Identify demonstrated best practices, processes and SME’s to build the SGS web tools, database, and other materials that will help SITEL carve out a unique niche within the industry. VP Global Consulting SITEL (Public Company; 10,001 or more employees; sww; Outsourcing/Offshoring industry) November 2004 — March 2006 (1 year 5 months) VP/GM Technical Support & Customer Care SITEL Technology Business Unit (Public Company; 10,001 or more employees; SWW; Outsourcing/Offshoring industry) December 2002 — January 2005 (2 years 2 months) Responsible for the strategic direction, operational delivery, and the financial performance of the Technology Business Unit worldwide centers. • Partnered with clients to develop customer care and technology strategies within our global footprint and provided worldwide operational delivery. • Revenue growth from $6 M to over $100 M in 2 years • Increased organic growth 70% by providing consistent operational delivery through continuous process improvement and creating advantageous business solutions for our clients. • Aggressively worked with clients to develop strategies to increase their customer loyalty and implement cost saving solutions. Director of Operations SITEL Telco/ISP/Cable Business Unit (Public Company; 10,001 or more employees; SWW; Outsourcing/Offshoring industry) June 2001 — December 2002 (1 year 7 months) Responsible for the direction and overall guidance of the operational activities and financial performance of the inbound technical support and customer care service centers located throughout the US and Canada. • Developed and implemented standard operational delivery procedures across all contact centers. • Initiated the development of an operational delivery evaluation program that increased operational efficiency across the business unit by 5% and is now used throughout all of SITEL. • Successful turn around of a client termination of agreement for nonperformance, which led to obtaining additional market business and winning additional business from a competitor.; new technology, reading, swimming, hiking Manchester Who's Who - Lifetime member Empire Who's Who - 2005