Senior Manager, Ops Support

• Mar 2023 - Present

Senior Manager, Operations Readiness

• Aug 2021 - Mar 2023

Senior Operations leader responsible for leading teams that support growth, strategy, and operational change in a customer service environment. Lead a 40 person organization consisting of staff in Learning & Development, Knowledge Management, Workforce Management, Quality Assurance, and Change Management to support a 450 call center agent population Built the first Change Management program at Avant, speeding the realization of ROI on new products while minimizing the impacts of change on service agents and corporate employees Re-designed global training strategy to be learner-led, modular, and multi-use, improving both learner engagement and achieving cost efficiency Operationalized a workforce hiring strategy by integrating performance data, geography and future-state growth goals to optimize agent hiring decisions while mitigating cost Established operational maturity in a start-up environment, designing strategy, creating streamlined processes, and building critical redundancies to ensure operational resilience and continuity Show less

Program Manager, Training and Performance

• Jan 2021 - Aug 2021

Led teams and develops strategies to guide our employees through complex changes. Manages programs to achieve operational excellence across multiple lines of business, to include both sales and customer service organizations.Managed the design and enhancement of a data based training program that improved service center KPIs up to 40% by delivering targeted content to at-risk agentsLead strategic efforts to redefine agent skills, operational structure, and workflows to minimize costs and deliver optimal customer serviceLed the training strategy, communication campaign, and stakeholder relationships for a realignment of over 1000 employees into new job-skills, leading to a more effective and confident customer service workforce Show less

Associate Program Manager, Training and Performance

• May 2018 - Jan 2021

Reduced a portion of $4M in profit losses due to quality issues by implementing operational initiatives to realign service and sales behaviorsLed training and change strategy to implement new technologies across call centers designed to enhance the agent ability to deliver enhanced customer satisfactionManaged the change management campaign for the implementations of multiple enterprise level technology enhancements that impacted service and sales operating environment

Manager, Leadership Development Program

• Jun 2016 - May 2018

One of six candidates selected to participate in a leadership development program, managing teams and projects in both sales and service business units to drive cross-functionality across the companyOperationalized a system to mitigate the impacts of call center PTO, elevating both employee engagement and customer service metrics while reducing turnover.

Student Association President; MBA Student

• 2014 - 2016

Served as Student Association President, representing over 900 MBA students while managing multiple teams to improve the student experience and build better alumni. MBA academic focus on Organizational Behavior where I was the recipient of the Faculty Award in OB Excellence. Served as Student Association President, representing over 900 MBA students while managing multiple teams to improve the student experience and build better alumni. MBA academic focus on Organizational Behavior where I was the recipient of the Faculty Award in OB Excellence.

Military Intelligence Officer, Captain

• May 2009 - Aug 2014

Served as an Army Intelligence officer in a variety of roles. Awarded the Bronze Star for training Afghan partners adhering to rule of law requirements, leading to an increase in convictions of captured insurgents and a decrease in enemy activity within the province Led a team of intelligence analysts in Iraq, providing daily strategy recommendations to commanders that led to the disruption of an IED network in the area Evaluated as Best Executive Officer in the battalion for planning and delivering logistics in support of 15+ missions, enabling all soldiers in the unit to achieve deployment readiness Rated as Best Platoon Leader in the company for leading 25 soldiers on multiple aerial reconnaissance missions to provide critical intelligence support to partner units Facilitated partnership between Romanian and Afghan counterparts to integrate intelligence sharing efforts and influence operations to mitigate dangers to the unit Show less