Process Manager

• Dec 2022 - Present

Manager, Process Management and Quality Assurance

• Feb 2021 - Dec 2022

Developed strategic plans to align process improvement initiatives with organizational objectives and support company goals for growth and market expansion. Developed quarterly roadmaps to organize team objectives and effectively manage team resources to drive multiple projects simultaneously. Implemented project management methodologies to standardize the delivery of process improvement projects and drive deadlines for deliverables. Initiated the identification and documentation… Show more Developed strategic plans to align process improvement initiatives with organizational objectives and support company goals for growth and market expansion. Developed quarterly roadmaps to organize team objectives and effectively manage team resources to drive multiple projects simultaneously. Implemented project management methodologies to standardize the delivery of process improvement projects and drive deadlines for deliverables. Initiated the identification and documentation of critical operational processes. Initiated strategies to implement standardizations for process modeling and process documentation.

Manager, Partner Client Management

• Nov 2019 - Feb 2021

Developed standard practices for supporting and retaining partnerships including gathering customer feedback and identifying gaps in processes. Identified metrics and reporting KPIs to assess the success of customer markets and proposed strategies for low performing areas. Determined effective cross department processes to support collaboration between operational teams and customers to achieve agreed levels of efficiency and accuracy. Supported the development of strong client… Show more Developed standard practices for supporting and retaining partnerships including gathering customer feedback and identifying gaps in processes. Identified metrics and reporting KPIs to assess the success of customer markets and proposed strategies for low performing areas. Determined effective cross department processes to support collaboration between operational teams and customers to achieve agreed levels of efficiency and accuracy. Supported the development of strong client relationships through innovative problem solving and effective communication.

Manager, Customer Experience

• May 2019 - Nov 2019

Developed team based operational processes to support a standardized and efficient customer experience. Determined metrics to analyze the success of the team and identified low performing processes, repetitive internal errors and areas for automation. Supported the growth of the team and implemented coaching strategies to support skill development and career building. Initiated the documentation of processes and the movement of process documentation away from silos.

Team Lead- Customer Experience

• Nov 2018 - May 2019

Admissions Relations Coordinator

• May 2018 - Nov 2018

Manager of Service and Training

• Oct 2017 - Apr 2018