about

My Story

With 38 years of experience in contact center operations, outsourcing, and executive leadership, I specialize in helping organizations improve performance, contain costs, and scale operations to maximize shareholder value. My expertise spans financial services, healthcare, energy, BPO, collections, and retail — industries where customer experience (CX) and operational efficiency directly impact the bottom line.

I’ve led high-stakes initiatives for JP Morgan Chase, USAA, Regus, Direct Energy, Baylor Scott & White Health Plan, and 1800Flowers.com, among others. As a consultant, I’ve worked with leading brands such as Google Fiber, Weight Watchers, The Home Depot, Sunnova Energy, and Intermedia, delivering measurable, lasting results in customer service, workforce management, and digital transformation.

After majoring in Business Administration at Northeastern State University, I’ve pursued numerous Leadership, Technology, and Contact Center certifications throughout my career. I’m well-versed in a variety of technology solutions, including leading contact center SaaS, CCaaS, and workforce management systems.

If your organization is looking to optimize outsourcing strategies, enhance CX, reduce attrition, or navigate AI-driven contact center transformation, I can help.

Services

My Expertise

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BPO & Outsourcing Strategy

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Cost Containment & Revenue Growth

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CX Strategy & AI Advisory

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Leadership Development

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Employee Experience & Agent Tenure

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Negotiating Outsourcing Partnerships

Guarantee

My Promise

Many consultants offer theories, options, and information — I deliver results.

I’ve built, led, and optimized multimillion-dollar contact center operations from the inside out. I understand the challenges that keep executives up at night:

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When leadership demands cost reductions without degrading CX.

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When high agent turnover disrupts operations and increases expenses.

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When legacy systems, inefficient workflows, or misaligned BPO partnerships limit growth.

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When integrating AI into customer service feels complex or risky.

I don’t just create solutions for these challenges — I help you implement them with a clear roadmap, accountability, and measurable impacts.

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Results

How I Deliver Results

Every business is unique. My approach is tailored to your specific business goals, industry challenges, and customer expectations. That’s why I assess operations, financial performance, and workforce trends to uncover opportunities for efficiency and growth. Whether it’s vendor negotiations, technology implementation, or leadership coaching, I stay engaged beyond strategy to ensure results.

My focus is always on long-term operational success and lasting partnerships.

My handshake is my word.

I believe in leading through service, integrity, and results-driven execution. Over nearly four decades, I’ve seen firsthand how strong servant leadership, strategic outsourcing, and employee engagement drive business success. And my consulting approach is built on an unwavering commitment to delivering value.

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