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Work Background
PayPalDirector of Operations, Head of Hyperwallet and Zettle CS
Jan. 2024
PayPalDirector Global Partner Management
Jan. 2021 - Jan. 2025Remote
PayPalDirector, Digital Channel Strategy
Oct. 2018 - Dec. 2021
ConvergysSenior Director of Program Management
Nov. 2017 - Sep. 2018
ConvergysSite Director
Mar. 2014 - Sep. 2018Sergeant Bluff, IowaReport to Regional Vice President, North America. Manage a 1,200-seat outsourced contact center, providing inbound customer support, sales, voice, e-mail, and chat. Responsible for 4 clients (13 lines of business). Manage all operational aspects, including staffing, training, performance, quality, WFM, KPI compliance, employee and client attrition, IT, HR, and facilities.
Stream Global ServicesSite Director
May. 2012 - Mar. 2014Sioux City, Iowa AreaReport to Regional Vice President, North America. Manage a 1,200-seat outsourced contact center, providing inbound customer support, sales, voice, e-mail, and chat. Responsible for 4 clients (13 lines of business). Manage all operational aspects, including staffing, training, performance, quality, WFM, KPI compliance, employee and client attrition, IT, HR, and facilities.
Wells FargoVice President
Sep. 2006 - May. 2012Senior manager responsible for all aspects of outbound/inbound call center sales operations including staffing, training, campaign development, capital investment planning, succession planning, regulatory and quality compliance, and overall business performance.
APACOperations Manager
Mar. 2003 - Oct. 2006Managed all aspects of multi-site, 350-seat inbound/outbound customer service and sales for multiple major metropolitan newspapers. Site management included staffing, training, operations, inside sales, client customer retention, account management, regulatory and quality compliance, and overall business performance.
Tele-Servicing InnovationsVP of Operations
Feb. 1996 - Dec. 2002Managed inbound/outbound BPO contact center sales and service (5 sites, 1,500 seats). Senior staff executive responsible for operational strategy, new business development, fiscal management, client account management, and operational performance.
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