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As a VP - Contact Center at Ancora Education, I lead and manage the support for all internal departments, 22 sites nationally, and various partner programs in the educational field. With over 17 years of experience in contact center and educational leadership, I have a passion for providing high-quality education and customer service to students and stakeholders, and a proven track record of establishing and prioritizing workplace objectives, implementing change management, and motivating others to exceed goals.
I have been instrumental in streamlining and optimizing the call center operations, especially during the acquisition of Delta Career Education Corporation, where I previously held multiple director roles. I have successfully managed $5M in budgets and led 6 direct reports across 3 functional departments. I have also leveraged my expertise in Five9 and Salesforce to customize, train, and roll out new dialer and CRM systems, resulting in a 33% improvement in efficiency in call handling. I strive to create a transparent and collaborative work environment, and to enable and empower my team to deliver optimal results.