Director, Business Support Operations

• Oct 2023 - Present

Senior Manager, Contact Center Operations

• Jun 2016 - Nov 2023

Directs a diverse group of quality associates who are responsible for all manual testing functions for Call Center technology, New Business, Underwriting platform and rules, company websites, eService site, and paper application processes. Establish strategic direction for cross functional teams to achieve operational goals from program initiation to production release and support. Develops strategic partnerships within business units to understand key processes. Solicit input from… Show more Directs a diverse group of quality associates who are responsible for all manual testing functions for Call Center technology, New Business, Underwriting platform and rules, company websites, eService site, and paper application processes. Establish strategic direction for cross functional teams to achieve operational goals from program initiation to production release and support. Develops strategic partnerships within business units to understand key processes. Solicit input from stakeholders to coordinate and develop program plan, including a schedule, key metrics and deliverables based on resource availability and dependencies. Responsible for implementing new technologies and changes into our environment from research to deployment and production support. Communicate with management on new initiative activities and escalate, as necessary, any issues that have not been resolved to key stakeholders satisfaction. Liaison to IT for system outages and resolution. Manage all first level troubleshooting and technical support for remote and in-house sales and service associates. Business Continuity Administrator who co-leads business continuity planning and preparedness of the business.

Program Manager

• Nov 2008 - Jun 2016

Program Manager for the Contact Center, working with Marketing to implement multiple programs into the Sales team. Oversee change management for our contact center systems.

Call Center Project Manager

• Mar 2005 - Nov 2008

Implement and manage all call center telephony technology for Gerber Life and Gerber Products Co call centers.

Various positions

• Jul 1991 - Mar 2005

Most of my career at Gerber Life has been in the call center, however, I spent the first couple years working in the File Room - now called New Business. I then joined the call center as a Telephone Representative eventually moving to Unit Leader. I worked with our Third Party accounts and managed those relationships for several years. I then started the Quality Monitoring process and had our first recording system installed. I was soon promoted to Call Center Trainer for a couple years… Show more Most of my career at Gerber Life has been in the call center, however, I spent the first couple years working in the File Room - now called New Business. I then joined the call center as a Telephone Representative eventually moving to Unit Leader. I worked with our Third Party accounts and managed those relationships for several years. I then started the Quality Monitoring process and had our first recording system installed. I was soon promoted to Call Center Trainer for a couple years, promoted to Supervisor for a few years. Through all the years in the call center, I had been involved in many projects from design and installation of routing equipment to quality monitoring software and an interactive voice response unit. One of my funnest projects was to create a GUI interface over our mainframe for our call center reps.