Gail has expertise in Customer Contact Center Management and Technology. She lead the team to consolidate seven (7) service Customer Contact Centers into one large “State of the Art” Center.
She has a deep knowledge base in Customer Contact Center Technologies. She has reengineering experience that resulted in a significant reduction of administrative expenses.
Gail can build a center from the ground up, or move and close operations while maintaining high service levels, and “Pay for Performance” standards.
She has developed IVR/VRU technology solutions for national call centers. She has extensive experience in screen-pop, and skills-based call routing. She has designed internet interface solutions for provider and member websites.