TeleTech
2004-Present
Senior
Vice President Global Operations
Business Process Outsourcing
(BPO) Executive responsible for providing world class service for strategic Global 1000 partners.
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Vertical Alliance
2003-2004
Senior
Vice President Customer Care
Corporate Officer responsible for all aspects of Vertical Alliance’s customer contact strategy.
Responsible for developing and implementing technology that allows for the efficient, detailed documentation of every customer
contact and transaction through all contact channels.
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Travelocity
2000-2003
Senior Vice President Operations and Customer Care
Corporate Officer
responsible for ensuring a world class customer experience. Providing strategy to transform Travelocity's current contact
centers into world class customer care centers, development of new customer contact centers to accommodate growth and implementation
of all automation projects designed to improve the customer experience. Ensure that all contact channels are alligned in providing
a positive customer experience.
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Ticketmaster
1990-2000
Regional Director Call Center Operations
Executive responsible for Ticketmaster’s
Southern Region Call Center system, with overall responsibility for 5 call centers. Volume in excess of 17 million calls annually.
Successfully maintained ongoing relationships with all major telecommunications carriers and vendors.
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Twistee Treat
1988-1989
Vice
president Franchise Support
Executive responsible for the support of Twistee Treat’s ice cream parlor franchises in
the areas of operation and marketing.
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Video Update
1982-1986
Chief Operating Officer/Founder
Founder and Corporate Officer that
grew Video Update a video rental retailer to over 50 franchised stores.
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Augsburg College 1979-1980
Century College
1976-1979
.
