I accepted my first job in a Contact Center in May of 1998. Unbeknownst to me at the time, it would be the start of a long and successful career. My intellectual curiosity coupled with my competitive nature opened many doors for me along the way. I started as a non-experienced agent and worked my way up to hold several management roles at director and VP levels. In each role I honed my skills to deliver a best in class experience to clients. Equally as important, I learned what I took to create and drive a positive culture. This helped me earn the respect of my peers and receive recognition from members of the executive teams I worked alongside. Four years into my career, I was fortunate enough to join a start-up company in the financial services industry. Over the course of 13 years there, I gained valuable insight into what it takes to successfully operate a business. As the company evolved, I played a major role in launching and growing several departments including training, compliance, strategy and development. I interacted with every employee, in every department, from the entry level agents all the way up to the owner and CEO. For the past four and a half years I have had the privilege of leading an incredible team at a SaaS company in the field of corporate philanthropy. After converting the team to a completely new set of tools/systems and implementing several new policies and procedures, everything just clicked. Customer satisfaction improved tremendously, SLA/SLO levels stabilized, the attrition rate dropped to unheard of levels and opportunities for advancement were created for members of the team. Together we developed something amazing. My time being a part of this team will always be special to me.