About
On the record
Contact center leader who scales teams, processes, and outcomes. I’ve led up to 17 agents directly and supported ~40 in hybrid environments, improving service levels, quality, and turnaround by combining WFM discipline, analytics, and coaching. I build repeatable systems—exception handling playbooks, knowledgebase upgrades, and multi‑campaign outbound programs—so teams can perform at their best and customers feel it. Tools I use: Calabrio (WFM/QM/Speech Analytics), Tableau, Excel, and EMR/CRM (Epic).
Related
More profiles at Exact Sciences
Browse the rest of the Exact Sciences team in the Kipplo Directory.