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Work Background
Realtor
Keller Williams Metropolitan - New HampshireRealtor
Jan. 2025Concord, New Hampshire, United States
Customer Experience Design Leader
T-MobileCustomer Experience Design Leader
Feb. 2023 - Nov. 2023
Care Customer Experience Strategy - Emerging Business
T-MobileCare Customer Experience Strategy - Emerging Business
Mar. 2018 - Nov. 2023New Hampshire, United States
Director of Customer Care
Layer3 TV Inc.Director of Customer Care
Nov. 2016 - Mar. 2018Greater Denver Area
Director of Customer Care
Denver Based Start UpDirector of Customer Care
Jan. 2016 - Mar. 2018Denver
Vice President, Account Management and Customer Experience
TranscomVice President, Account Management and Customer Experience
Jan. 2012 - Apr. 2016DenverManaged a $90M account. Directed Training and Quality teams in three countries. Oversaw Operations of Virtual Call Center. Initiated multi-departmental process improvement activities, assuring top-quality service to clients.
Director, Client Services and Performance Delivery
TranscomDirector, Client Services and Performance Delivery
Mar. 2010 - Dec. 2011Concord, New HampshireClient Services, Quality and Training leadership across three countries supporting 4000 productive FTE and 500 support FTE
Division Vendor Partner Lead
Comcast CableDivision Vendor Partner Lead
Sep. 2008 - Apr. 2010Manchester, New Hampshire
Manager, Call Center Operations
Comcast CableManager, Call Center Operations
Dec. 2007 - Sep. 2008Responsible for strategic initiatives for the Division and Regions Vendor management and outsourcing strategy. Care Financial metrics. Division consistency and optimization.
Director of Operations
CDI TechnologyDirector of Operations
Apr. 2004 - Dec. 2007Led implementation and support for MICROS hospitality technology solutions. Managed profit and loss (P&L) and organizational processes for multi-state offices. Oversaw multi-state technical projects and tech support at call centers. Guided strict compliance with policies, procedures, and regulations.
Owner/Operator
TiggywinklesOwner/Operator
Jun. 2002 - Apr. 2004
Call Center Director
Visual Services, IncCall Center Director
Nov. 1996 - Jun. 2002
Call Center Director
VSI Marketing Services, IncCall Center Director
Jan. 1996 - Dec. 2002

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Operational Process Optimization
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Service Pitch
Optimizing Interaction Quality Programs
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Service Pitch
From Chaos to Clarity: Elevate Your Business with CX & Ops
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