Caroline Albert

Background

About Caroline Albert

Hands-on professional with 25+ years in both in-house and outsourced call center and software support environments. Demonstrated ability to lead multi-site operations to high levels of efficiency, and customer and employee satisfaction, with single sites as large as 550 seats. Experience managing support operations that offer services from the highly complex to the transactional. Expertise in leading cross-functional teams consisting of Services and Support, R&D, Sales/Account Management, IT, Training, Quality, and Workforce Management, to collaborate to exceed corporate and customer/client objectives.Adept in project-managing new client launches to include defining project scope, identifying and securing required resources, assessing technology requirements, and managing project timelines. Demonstrated ability to create or re-engineer business processes to improve efficiencies. Spear-headed the implementation of new technologies including Knowledgebase, VOIP, Quality Monitoring, and CRM solutions. Strong team-building skills with a commitment to professional development and a focus on fostering the skills and competencies required to achieve strategic objectives. Specialties: Director - Customer Care and Support – Computer Software/Hardware, ISP, Catalog and Online retail, Sales and Retention, Inbound and Outbound.