Clearwater, Florida, United States

• Orchestrated enterprise-level workforce planning across high-volume voice, chat, and email channels, overseeing all facets of short- and long-term forecasting, dynamic schedule modeling, real-time adherence, and intraday performance management to ensure optimal service levels and resource utilization.
• Provided critical data-driven insights and recommendations to executive leadership, directly influencing strategic decisions on SLA compliance, agent utilization, and staffing capacity, primarily through expert use of Smartsheet, Zendesk Explore, and Playvox.
• Developed and deployed innovative automation and scripting solutions that significantly reduced manual workload and boosted reporting accuracy, accelerating data delivery and enhancing operational efficiency.
• Led the comprehensive Quality Assurance function, strategically aligning QA scoring, coaching methodologies, and compliance outputs with core performance standards and overarching business goals, driving continuous improvement in agent performance.
• Spearheaded and managed high-impact, cross-functional projects across the contact center, from charter development and stakeholder coordination to successful delivery, utilizing advanced data analysis, seamless system integrations, and targeted process redesigns to achieve key business objectives.

Clearwater, Florida, United States

• Directed and mentored a high-performing team of agents, cultivating a culture of excellence and accountability through hands-on leadership and individualized development plans.
• Systematically resolved complex customer escalations, preventing churn and enhancing customer satisfaction, while conducting targeted coaching sessions and leading team meetings that consistently improved performance metrics.
• Proactively monitored and analyzed key performance indicators (KPIs), collaborating cross-functionally to identify and resolve root causes of complex customer issues, leading to improved issue resolution time.
• Served as a primary escalation point, providing immediate, expert-level support and accurate system information to frontline customer service teams, minimizing downtime and increasing first-contact resolution.
• Contributed strategic insights to the recruitment and hiring process, actively participating in interviews and evaluating candidates to ensure alignment with team needs and organizational culture.

Seminole, Florida

• Orchestrated and provided strategic direction for the international Customer Care team across Superior Group of Companies and Superior Uniform Group, profoundly enhancing global customer experience.
• Directed and optimized operations for both on-site staff and multiple remote functional sites, ensuring seamless coordination and consistent service delivery across diverse geographical locations.
• Developed and meticulously monitored robust KPI frameworks across various customer-facing departments, utilizing data analytics to drive performance improvements and achieve critical service level agreements.
• Designed, implemented, and oversaw comprehensive staff development and training programs globally, elevating agent proficiency and fostering a high-performance customer service culture.
• Collaborated strategically on business development and sales initiatives, providing expert customer-facing insights that directly supported revenue growth and client retention objectives.
• Exercised fiscal responsibility by reviewing and approving significant spending related to customer-facing operations, optimizing resource allocation and cost efficiency.

Tampa/St. Petersburg, Florida Area

• Led, motivated, and empowered call center professionals to consistently exceed performance targets and adhere to stringent client and company standards, fostering a high-achieving environment.
• Developed and maintained sophisticated reporting mechanisms for critical business metrics, including list management, agent efficiency, scheduling adherence, time management, billable hours, and campaign strategy, translating complex data into actionable insights.
• Collaborated cross-functionally with international sites to develop and implement cohesive operational strategies, ensuring global alignment and consistent service delivery.
• Ensured the delivery of consistently high-quality output that rigorously adhered to guidelines set by both clients and The Office Gurus, maintaining superior service standards.

Tampa/St. Petersburg, Florida Area

• Drove achievement of diverse strategic objectives, including comprehensive team development, rigorous KPI management, and effective client relationship cultivation.
• Provided crucial cross-departmental support, contributing significantly to payroll reconciliation, technical support resolution, and strategic recruitment initiatives.

Tampa/St. Petersburg, Florida Area

• Successfully completed a rigorous Manager-in-Training program, rapidly developing foundational management skills critical for operational leadership.
• Seamlessly transitioned into an acting Team Leader role, applying newly acquired leadership principles to daily operations.
• Accountable for key operational functions including precise time and payroll management, vigilant KPI monitoring, and active team-building initiatives.

Tampa/St. Petersburg, Florida Area

• Consistently delivered exceptional customer service across diverse client demographics, leveraging advanced phone communication skills to exceed client satisfaction benchmarks.
• Expertly resolved complex customer inquiries, providing accurate and timely information that enhanced customer experience and reduced follow-up contacts.

Tampa/St. Petersburg, Florida Area

• Provided critical sales and customer support leadership to a distributed team of on-site and remote representatives, specializing in assisting veterans with VA home loan refinancing.
• Applied rigorous analytical methods to measure and strategize for optimal KPI achievement, consistently exceeding performance targets.
• Designed and delivered targeted developmental training, constructive feedback, and ongoing support to enhance representative proficiency across all locations.
• Conducted comprehensive analysis of proficiency statistics, delivering compelling presentations to VIP executives that effectively justified staffing results and informed future resource allocation strategies.