Senior Consultant, Customer Experience and Contact Center

• Mar 2022 - Present

Operations Manager

• Jul 2021 - Feb 2022

Service Center Manager (Contact Center Operations)

• Nov 2018 - Jul 2021

Responsible for the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations and people management for a mix of entry, mid and professional level associates.Direct reports include a team of first level leaders & 100+ call center agentsGuiding Team Leaders and Clerks relative to daily operational issuesEnsuring quantitative and qualitative objectives are used to meet KPIs (including Service Levels, Average Speed of Answer (ASA), Abandon rate, Post Call Surveys (PCS), quality, etc)Driving performance improvement through performance management & incentivizing improvementsAssessing currently monthly incentive, making recommendations for impactful changes and implementing changes to incentive planManaging staffing and scheduling functionsCompiling reports and departmental communicationsParticipating in strategic planning and recommendation of action plansInterfacing with team leaders on effective people management strategies such as staffing, coaching and mentoringRecommending & implementing process improvementsMaintaining positive relationships with internal and external customersFostering a customer-centric culture by removing roadblocks and coaching associates in developing a customer focused approach

Operations Supervisor

• Sep 2017 - Nov 2018

Leading a team of kitting associates within the Operations Center.Administering daily work functions to ensure the achievement of daily business goals. Directing and prioritizing workflow and maintaining manpower to meet order volume and capacity requirements. Ensuring individual and team production, quality and timeliness goals are met (KPIs). Maintaining reports, and providing analysis of overall and individual performance. Providing support and coaching of associates as they advance.Ensuring frequent communication with team by conducting daily huddles. Maintaining reports and completing assigned projects.

Operations Manager II

• 2013 - 2017

Co-managed all business and administrative aspects of Mail and Distribution department. Managed staff comprised of 70 plus team members serving internal and external customers with a Medicare Administrative contractor. Ensured quality, accuracy and timeliness were met on an individual and departmental level (KPIs). Hired, trained, coached, mentored, and provided performance reviews for 25 direct reports, changing department culture to one of team, customer collaboration, and innovation with customer focus. Increased associate participation, satisfaction and retention through associate engagement initiatives, recognition, and reward initiatives, including team achievement-based celebrations. Engaged internal and external customers face-to-face, on the phone, and with scheduled teleconferences, culminating in multiple commendations from customers on staff commitment, dedication, and passion, climaxing with expressions of positive outcomes. Initiated project development and implementation for subcontracted mailroom services, for Medicare Administrative Contractor, which created increases in effectiveness and efficiencies in processing live mail receipts.Took charge of procurement, purchase approval, project management, and implementation for $500K imaging hardware, leading to increases in imaging resolution and productivity.Welcomed internal and external auditors, during tours and sit down interviews, bringing about resulting in recognition from senior leadership on organization of auditor engagement, and quality of policies, procedures, and training documents in place.

Medical Board Coordinator

• 2012 - 2013

Served Indiana Army National Guard Service Members by facilitating and coordinating the Medical Evaluation Board process for medical discharge from service. o Coordinated and oversaw discharge process for Indiana Army National Guard service members creating decreases in length of time processing information for discharge. o Served as primary point of contact for service members during discharge process, reaching out with support and resources based on members’ unique needs, causing an increase in service member support.o Utilized multiple databases to track service members’ progress, analyzing data to identify and remove roadblocks, ensuring timely processing of administrative packets for Medical Evaluation Board. o Worked within chain of command to gain support for process improvements that decreased amount of time the service member Medical Evaluation Board processed requests.

Director of Operations

• 2011 - 2012

Directed and oversaw operations, reporting directly to the Board of Directors. Enhanced efficiencies and effectiveness of animal shelter. o Recommended, implementation, and measured outcomes of successful federal inmate work release program, resulting in decreased staffing costs and increased quality of life for all animals residing at the shelter. o Changed culture within THHS providing strong leadership, weekly team meetings, and educational sessions, resulting in team committed to vision and mission of organization. o Created social media marketing campaign, resulting in a 15% increase in revenue, 25% increase in overall adoptions for the year, and a 7% decrease in euthanasia of healthy adoptable pets. o Decreased operating budget by 10% reduction through negotiation vendor negotiations. o Networked and engaged local veterinarians, resulting in free spay and neuter services, 75% discounted veterinary services, and veterinarian-developed treatment policies.

Mental Health Case Manager

• Oct 2008 - 2011

Provided facilitation of services for adolescents and children receiving mental health services. - Worked with providers to determine appropriate life skills development. - Provided direct support living skills training to clients. - Provided daily living skills training for clients of a Room and Board Association (RBA). Provided facilitation of services for adolescents and children receiving mental health services. - Worked with providers to determine appropriate life skills development. - Provided direct support living skills training to clients. - Provided daily living skills training for clients of a Room and Board Association (RBA).