Contact Center Telephony project manager since 1994. I'm a master of effective outbound call campaigns methods and procedures. I developed this expertise in over 10,000 hours of outbound call execution in a third party collection agency. I figured out how to recover what others could not. My success was based on knowledge of legal procedures, psychology, time management, and an enormous amount of empathy. The success in the third party collection industry is the foundation of my successful career in sales, project management, and real estate. I developed strong communication and negotiation skills necessary to reach agreements and hold all parties accountable.
I learned to listen to my customers/project sponsors and delivered what they wanted: Better credit scores, ability to do business while travelling, technology implementations, better software for new subscribers, customer care, billing & collection systems, process automation, reports, data analysis, and ultimately managing internal and external resources in designing, installing, configuring, and maintaining the infrastructure required for contact centers to deliver best-in-class services. The lessons I learned while working for others served me well in my real estate business. I became a successful investor.
To unwind from my business activities, I study and play rock, blues, Latin Jazz and Salsa on my Fender Telecaster and PRS guitars. Music expands my competitive advantage because it allows me to think outside the box which serves me when solving business problems. Being a lead guitarist is an honor and a big responsibility. We sound better as result of team effort and I get to lead for fun.
I can help you manage your call center technology implementations, deliver VoIP Contact Center solutions, and/or call center internet connectivity. My references below speak better than I can.