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Work Background
NetomiSr Customer Success Manager
Apr. 2024Raleigh-Durham-Chapel Hill Area
NetomiCustomer Success Manager
Mar. 2023 - May. 2024Raleigh, North Carolina, United States
BroadPathDirector Of Operations
Mar. 2020 - Feb. 2023United States
SimplilearnDirector, Customer Success
May. 2017 - Apr. 2020Cary, NC
Conduit GlobalOperations Manager - Wireless Care Technical Support
Oct. 2015 - Apr. 2017
Relias LearningClient Success and Support Manager
Jan. 2013 - Oct. 2015Raleigh-Durham, North Carolina AreaBuilt the Client Care Department shortly after start up of Relias Learning, an e-Learning and Learning Management software company in the healthcare space. Successfully navigated through multiple acquisitions to create a unified client care team that handled customer technical, training and service needs via inbound phone, email, chat and social channels as well as proactive support. Some additional projects I led on during my time at Relias Learning include the following: -Phone and IVR Strategy -Established Performance Metrics, Dashboards and Scorecards
-Social Community vendor selection and Implementation
DatroseOperations Manager, Technical Support
Apr. 2011 - Sep. 2012Managed a BPO Technical Contact Center of both in house and virtual employees for Kodak. Responsible for overall performance, call center service level attainment, workforce planning and scheduling, quality and training.
AloricaSales Manager
Feb. 2010 - Feb. 2011Managed an inbound BPO Sales Contact Center for DirecTV. Responsible for overall sales performance, attendance, quality and hiring.
ConvergysSr. Operations Manager
Dec. 1999 - Feb. 2010Managed a Sales and Service Contact Centers. Responsible for call center implementation, service level attainment, sales, quality, training, attendance, attrition and P&L responsibility for my assigned client. Due to excellent performance, I was also asked to consult for other clients to assist in improving performance in call centers outside of my own. While working at Convergys I worked with clients in the Financial Services, Telephony, Mobile Phone and Cable Customer Service industries.
Nicholas and CompanyNational Account Manager
Jan. 1997 - Dec. 1999Salt Lake City, Utah
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