Experience

Sunlight Financial

• United States
• Financial Services
• 100 - 200 Employee

• Director Of Operations

  • May 2017 - Present



AmerisourceBergen

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Sr. Program Manager

  • Nov 2015 - Mar 2017

  Responsible for managing the client program for both PAP/PAP Oncology departments. Ensures team is meeting key performance indicators which included quality(improved from 78% to 89%) and productivity. (Daily Reviews: 150) Design programs which file review. 200 records per day with +95% review rate per day. Promoted high motivation among team members; Conducts performance reviews and rewards positive behavior. Coaches, counsels and sets goals for supervisors to help develop them for career progression. Provides day-to-day instructions to team members on job responsibilities. Helps associates resolve associate work-related issues. Supports new associates in their efforts for growth and development. Participates in the hiring and termination process Facilitate client meetings; prepares agenda. Provides input into incentive plan performance metrics. Ensures open communication with program support. Translates and oversees organizational strategies for assigned goals Identifies client issues; receives and triages client requests proactively identifies program issues and proposes ways in which to address their concerns. Maintains positive rapport with clients. Understands billing process and contract obligations. Participates in budget planning and participates in capability meetings. Show less



Iverify

• United States
• Security and Investigations
• 1 - 100 Employee

• Director of Protection Services

  • Aug 2012 - Nov 2015

  Responsible for managing Iverify’s monitoring center (The “I”). The primary focus was the management and development of Supervisors and Protection Specialists to achieve specific performance metrics and ensured customer satisfaction. Hired and managed the “I” to ensure continuous quality improvement of our processes, metrics, systems, and customer requirements. Provides strategic direction and oversight of monitoring center operations. Accountable for staffing, training and employee development, performance management, and quality monitoring. (Improved 68% to 86%) Implemented all monitoring center’s policies and procedures. Support company training and development, coaching, quality monitoring, appraisals, and discipline programs to ensure compliance with company policies and procedures. Maintain and monitor staffing levels for the monitoring center and make budgetary recommendations for hiring and replacing monitoring center employees. Participates in operational planning and development of goals and objectives for the monitoring center. Oversaw, developed and coached the supervisory team within the monitoring center to ensure the achievement of all goals, metrics and objectives. Continually review and challenge existing processes, metrics and reports to continuously improve effectiveness and ensure the achievement of the “I’s” operational and financial objectives. Participated in the sales process for the acquisition of new business. Worked with the sales, installation, and onboarding teams to ensure effective integration of new customers into monitoring center operations. Built relationships with customers to support Sales to ensure customer satisfaction and account retention. Show less



iQor

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Assistant Vice President

  • Jul 2009 - Aug 2012

  Responsible for managing the annual and monthly service levels based on client contractual agreement. Reached goal of 80% Service Level for the department. Provides customer service, first-party receivables management, and third-party collections for the Sprint Account Services. Supported and communicated business goals, quality standards (90% and higher) ,processes and procedures and policies update within the call-center. Administers motivational programs that include incentives and team performance programs to ensure high performance standards. Control cost by managing staff to budgeted headcount and adjusting as volume dictates in an ever-changing environment. Show less



Red Ventures

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Director of Sales

  • Aug 2007 - Jul 2009

  Responsible for inbound/outbound sales performance in Residential and Commercial Sales for the DIRECTV client. Exceeded or met aggressive monthly sales goals with several key performance indicators with 50+ high energy sales agents. Departmental responsibilities include fielding inbound calls to the sales center in addition to contacting customers through permission-based outbound calling. Generated over one-million dollars of monthly revenue that directly attributed to DirectStarTV’s establishment as the #1 retailer for DirectTV. IB conversion increased from 42% to 65% \OB conversion increased from 8% to 38% conversion. Responsible for staffing development, strategic planning, budgeting, commission structure, training, and the overall success of direct and indirect reports. Collaborated with Marketing Team to generate and increase sales volume by creating and targeting a variety’s of channels to drive performance. Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Operations Manager

  • Mar 2001 - Aug 2007

  Total hierarchy encompasses in excess of 300 employees, over 15 to 25 exempt in an 850+ employee call center. Responsible for all operational functions for Sales, Emergency and Subscriber Services for GM OnStar. Responsible for the day-to-day delivery of key performance indicator’s (KPI’s) such as sales conversion Minute Bundle Plans (From 28% to 42%) rates, quality goals (From 73% to 96%) employee management, (less than 1% attrition) and operations improvement program. Developing strategic planning and tactical execution of self implemented plans to reach and exceed goals required by the client. Created training program suited for management staff to ensure 100% satisfaction. Supervised all aspects of client services through direct reports established standards. Developed process documentation to ensure efficiency of the call center in an ever-changing call center environment. Show less



First Union Home Equity Bank

• Charlotte, North Carolina Area

• Risk Assessment Supervisor

  • 1996 - 2001

  Managed in post-funding appraisal review process including sample selection, vendor relationships, and data analyst and reporting. Created and maintained regular performance reports. Acted as a liaison between review specialist and production personnel. Managed in post-funding appraisal review process including sample selection, vendor relationships, and data analyst and reporting. Created and maintained regular performance reports. Acted as a liaison between review specialist and production personnel.