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Senior Manager, Marketplace Strategy & Operations
December 2010 - December 2010
Director Community Operations
April 2010 - December 2010
Managed a team of 13 employees across four functional groups responsible for forecasting, scheduling, agent analytics, call routing, on-demand outsourcing, and telephony coordination supporting a distributed call center of 20,000 independent contractors. Maintained service levels in excess of 90% of calls answered in less than 20 seconds and optimized routing scenarios for over 300 programs across multiple business verticals. Product owner responsible for driving agent community projects involving compensation restructure, attrition management, results-based reputation, and a fully configurable agent ranking system. Chaired volunteer group of employees charged with fostering innovation and promoting employee culture.
Senior Manager, Strategic Services
May 2008 - April 2010
Managed and grew the team from 7 to 11 employees, increasing the team’s responsibility and operational maturity. Implemented documentation practices, various levels of change control, internal quality assurance procedures, and a mistake tracking system known as “The Belly Flop.” Invented and deployed a universal agent ranking algorithm that increased program specific gross conversion by 10%. Created and lead a two-day training course for SaaS platform clients covering best practices for managing a distributed community / workforce.
July 2005 - May 2008
Expanded the outbound service offering while driving the design of a proprietary predictive outbound dialer that would scale to 300 simultaneous agents. Scoped and managed various client services and agent community projects, including: integrated test calls, shape based scheduling application, open-line (persistent telephony connection), and Flash-based certification. Supported client service organization as a technical lead on all non-conforming enterprise accounts. Directly served as the lead client services manager for multiple live agent and platform customers.
May 2002 - August 2003
Managed and planned all engineering tasks involving two models of electronic engine controls. Initiated and chaired investigatory and administrative meetings. Composed technical engineering documentation and created upper-level technical and business presentations. Represented company engineering positions to the FAA. Managed manpower allocations, budget, and project schedules.
Customer Engineer (Intern)
June 2001 - August 2001
Reseller Education Intern
American Power Conversion
January 1997 - January 2000
Qualifications & Certifications
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