Keurig Green Mountain, Inc. Nov 2008 - Apr 2014
Director Customer Care Call Center
Travelers Nov 2008 - Apr 2014
Director Catastrophe and Workforce Management
Green Mountain Coffee Roasters Oct 2007 - Nov 2008
Manager Customer Care Call Center Operations
Liberty Mutual Insurance Jan 2004 - Apr 2007
Manager - Call Center Shared Services
Liberty Mutual Insurance Jan 1997 - Jan 2004
Assistant Director Claims Call Center Operation
Education:
Mcintosh College 1982 - 1983
Skills:
Management Leadership Call Centers Forecasting Training Process Improvement Project Management Customer Service Team Building Cross Functional Team Leadership Sales Management Budgets Sales Operations Management New Business Development Call Center Customer Service Management Crm Business Process Improvement Cross Functional Team Building Business Development Budgeting
Director - Customer Care Call Center Operation at Green Mountain Coffee Roasters
Location:
Burlington, Vermont Area
Industry:
Consumer Services
Work:
Green Mountain Coffee Roasters since Oct 2007
Director - Customer Care Call Center Operation
Liberty Mutual Insurance Jun 1980 - Apr 2007
Asst Director - Claims Call Center Operations
Skills:
Team Building Project Management Call Center Leadership Development Process Improvement Customer Service Decision Plannning Communication Coaching Staff Staff Development Key Performance Indicators Performance Management Management Operations Management Sales Management Budget Staffing Plans Call Centers Cross-functional Team Leadership Business Continuity Planning Crises Management Skills Leadership Direct Sales