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Sandi Michel is a Senior Consultant at ICMI bringing more than 30 years' experience in call center operations and technology. Sandi has expertise in global environments, outsourcing and in-house start up call centers, project management for all call center technologies, forecasting and scheduling, workforce management and resource allocation, building quality and training programs, creating revenue growth and customer retention programs, and communicating to senior leadership on the performance of multiple call centers. Sandi managed multi-site call center budgets in excess of $30 million dollars. She has in depth experience in call center labor relations, public relations, contract management, quality process engineering and project management. Ms. Michel held senior level leadership positions as Vice President of Customer Care and Call Center Director for US Voice and Data Network Services for two of the largest global and domestic premier communications companies. She has a Master's Certification in Project Management through Steven's Institute of Technology, is a Certified International Human Resources Manager through The Society of Human Resources Management, is a Certified Professional through Tulane University, and is a Certified Contract Manager through the University of North Florida. Sandi has a Bachelor of Science Degree in Business Administration, and she has served on the Technology Advisory Board for Tulane University and the Advisory Board for Continuing Education for the University of North Florida. She was a member of the North Florida Chapter of the Project Management Institute, a speaker for the American Cancer Society and Bell Telephones' Teletalkers. Sandi is a valued Life Member of the AT&T Pioneers. She served as Sponsor for IN-roads Programs at AT&T American Transtech in Jacksonville, Florida, and Big Brothers Big Sisters of Northeast Florida. She actively participated as a member of the United Way Leadership Circle. | 