Contact Center Technology
IT to Business Communication
Contact Center Operations
Contact Center Assessments
Seasoned contact center professional with extensive experience working on various technical and business related initiatives. Projects in the past have included enterprise-scale call center design, architecting various technical solutions to business problems, outsourcing, process improvement, operations mangement and working with leading technologies and practices.
MBA , MBA
July 1998 - July 1998
California State, Los Angeles
B.S. Business , B.S. Business
July 1996 - July 1996
Deloitte , Los Angeles
September 2012 - January 2012
As a Specialist Master, I lead and deliver large, complex client engagements that identify, design, and implement creative business and technology solutions for large companies
Kaiser Permanenter , Pasadena
July 2007 - October 2012
Core team member of the Contact Center of Excellence group within Kaiser Permanente IT. The team is responsible for executing large scale/enterprise class projects and deployments for the contact centers as well setting long term IT strategy.
Private Real Estate Development Firm , Los Angeles
January 2006 - June 2007
Managed various real estate development projects at all levels from inception to completion.
Contact Center Technology Lead
Washington Mutual , National
July 2003 - December 2005
Responsible for leading various business and technology initiatives for the home loans contact centers within the bank. Lead project efforts from conception, initiation to implementation.
Director of Call Center Operations
Freedom Media , Irvine
February 2000 - October 2002
Managed operational and technology aspects of the contact center and conducted a feasibility assessment for outsourcing efforts, vendor selection, legal/financial review and provided project leadership for the outsourcing efforts.
eLoyalty , National
December 1997 - January 2000
Led teams on contact center technical/operating improvement implementations, architected various telephony solutions, determined staffing and resource requirements, managed the client-vendor-partner relationship and developed project plans, timelines, specifications, as well as business and technical requirements.
Call Center Operations Manager
LA Cellular (now AT&T Wireless) , Anaheim Hills
May 1996 - December 1997
Managed projects for the operating and technical aspects of the company's contact center. This included the implementation of various technologies for the company's brand new center.
Established an Operation Department to work with budgeting, process improvement, and staff and resource planning, along with various technical project management roles.
Senior Call Center Analyst
GE Capital - Rescom , Los Angeles
November 1995 - May 1996
Primarily responsible for conducting performance reporting and analysis, process reviews, and establishing performance benchmarks and guidelines.
Call Center Operations Analyst
McKesson Water Products , Pasadena
October 1989 - October 1994
Managed the budgeting, performance, and financial analysis for the Customer Service Department, along with leading initiatives in work force management, root cause analysis, business reporting, and quality control.