United States
Senior Operations Executive with 20+ years leading large-scale contact center and healthcare operations across multi-site and global environments. Proven track record overseeing operations supporting $200M+ in revenue and 750+ seats, with deep expertise in operational transformation, workforce optimization, SLA/KPI performance, and customer and patient experience. Known for building scalable operational systems, improving quality and efficiency, and leading high-performing teams through growth and change. Key achievements include reducing AHT by 23%, increasing employee retention by 25%, improving quality performance, and contributing to 15 consecutive ATSI Awards of Excellence for customer service excellence. Experienced in partnering with executive leadership on strategic planning, digital transformation, AI adoption, workforce management, and operational scalability across healthcare support environments. I’m particularly energized by opportunities to solve complex operational challenges, strengthen service delivery, and build cultures that balance accountability, performance, and people-centered leadership.
Reduced AHT 23% (6:30 → 5:00) and improved quality scores 86% → 91% • Standardized global processes, improving service consistency • Influenced executive stakeholders on operational strategy, growth, and AI/digital adoption • Partnered cross-functionally with Quality, WFM, and Clinical teams to close performance gaps
• Increased employee retention 25% through workforce analytics, leadership development, and operational improvements • Led enterprise-wide operational transformation improving efficiency, scalability, and service quality • Directed remote workforce transition with digital training and workforce management systems • Partnered with executive leadership on strategic planning, workforce optimization, and client delivery • Contributed to earning 15 consecutive ATSI Awards of Excellence through sustained quality and customer experience performance