Innovative and performance focused Project and Program Manager with 14+ years of experience working for a Fortune 500 company. Career highlighted by fast-track promotion through a series of increasingly responsible leadership positions based on increasing performance, productivity, customer focus, and operating expense. Considerable experience directing customer service, sales, quality, training and vendor operations in a contact center environment supporting e-commerce. Multi-channel responsibility for voice, chat, email and social community interactions. Leadership position in Enterprise, Public Sector and Consumer segments. Sponsorship and leadership responsibilities for cross organizational projects with a history of delivering on time, within budget, and to scope. Core Competency: - Strategic Planning - Change management - Call Routing Strategy - Staffing Optimizations- Cost Containment - Vendor Management - Customer Experience- Project Management- Quality Assurance Career Highlights -As a business analyst developed an inventory management system giving reps access to daily inventory levels to improve selling of on hand items. -Project managed the design and implementation of a custom CRM tool for HP SMB business. Also familiar with CRM tools Salesforce and Siebel. -Managed remote teams in the US, Canada, Mexico, Argentina and the Philippines. -Customer Service and Sales team consistently achieved operational goals in FY13 and through FY14.