Senior Operations Lead

• Oct 2022 - Present

Call Center Director

• Apr 2021 - Oct 2022

Sr. leader responsible for the design, establishment, and optimization of new phone support offerings to support a nationwide network of financial advisors. Programs include client engagement, lead nurturing, optimized marketing strategies and Medicare sales/service. Drives results through utilization of external vendors providing staffing and technology resources. Serves as consultant to entire operation on matters of client engagement and calling strategies, including scripting, campaign… Show more Sr. leader responsible for the design, establishment, and optimization of new phone support offerings to support a nationwide network of financial advisors. Programs include client engagement, lead nurturing, optimized marketing strategies and Medicare sales/service. Drives results through utilization of external vendors providing staffing and technology resources. Serves as consultant to entire operation on matters of client engagement and calling strategies, including scripting, campaign models, and sales techniques. • Actively engaged in cross-functional projects with a various departments: AE Digital (web/social), AE Media (Radio/TV), Marketing, Life, Annuities, and national lead generation • Develop multiple service models, KPIs, and reporting instruments for all phone support programs focused on advisor experience Show less Sr. leader responsible for the design, establishment, and optimization of new phone support offerings to support a nationwide network of financial advisors. Programs include client engagement, lead nurturing, optimized marketing strategies and Medicare sales/service. Drives results through utilization of external vendors providing staffing and technology resources. Serves as consultant to entire operation on matters of client engagement and calling strategies, including scripting, campaign… Show more Sr. leader responsible for the design, establishment, and optimization of new phone support offerings to support a nationwide network of financial advisors. Programs include client engagement, lead nurturing, optimized marketing strategies and Medicare sales/service. Drives results through utilization of external vendors providing staffing and technology resources. Serves as consultant to entire operation on matters of client engagement and calling strategies, including scripting, campaign models, and sales techniques. • Actively engaged in cross-functional projects with a various departments: AE Digital (web/social), AE Media (Radio/TV), Marketing, Life, Annuities, and national lead generation • Develop multiple service models, KPIs, and reporting instruments for all phone support programs focused on advisor experience Show less

Program Manager

• Sep 2019 - Mar 2020

Sr. leader of contract responsible for directly supervising a leadership team of 13 along with indirect supervision of 150+ agents. Responsible for all aspects of contract deliverables, employee development, and operational compliance in accordance with the standards established in the statement-of-work. • Increased overall quality assurance scores by 15% during first quarter to meet contractual requirements • Created quality assurance and recognition program to increase employee… Show more Sr. leader of contract responsible for directly supervising a leadership team of 13 along with indirect supervision of 150+ agents. Responsible for all aspects of contract deliverables, employee development, and operational compliance in accordance with the standards established in the statement-of-work. • Increased overall quality assurance scores by 15% during first quarter to meet contractual requirements • Created quality assurance and recognition program to increase employee engagement and drive compliance and enhanced customer experience. • Analyzed current processes and implemented solutions to reduce risk and improve efficiency.

Workforce Manager

• Jul 2019 - Sep 2019

Vice President, Call Center Director

• Jul 2017 - May 2019

Lead development and implementation of new service delivery model that serves banking customers at Interactive Banking Machines (IBM) replacing traditional drive-thru lanes. Revitalization of existing call center into a more robust operation through the establishment of performance standards, introduction of scorecards, benchmarking/KPIs, quality assurance programs, enhanced training, supportive culture with coaching programs and technology upgrades. Consistently contribute to and promote an… Show more Lead development and implementation of new service delivery model that serves banking customers at Interactive Banking Machines (IBM) replacing traditional drive-thru lanes. Revitalization of existing call center into a more robust operation through the establishment of performance standards, introduction of scorecards, benchmarking/KPIs, quality assurance programs, enhanced training, supportive culture with coaching programs and technology upgrades. Consistently contribute to and promote an environment where service excellence thrives, customer experience is paramount and employee engagement is a top priority. • Improved average handle times in call center by 13% during first 12 months by placing a strong focus on first call resolution and coaching • Sustained average wait and handle times for Interactive Banking customers that exceed industry standards by at least 15% starting 3rd quarter • With a strong focus on customer experience, average quality scores increased by 6% across first year, overall YE avg 97.6% in both departments • Developed service model and KPIs for entire retail branch network focused on winning through customer experience Show less Lead development and implementation of new service delivery model that serves banking customers at Interactive Banking Machines (IBM) replacing traditional drive-thru lanes. Revitalization of existing call center into a more robust operation through the establishment of performance standards, introduction of scorecards, benchmarking/KPIs, quality assurance programs, enhanced training, supportive culture with coaching programs and technology upgrades. Consistently contribute to and promote an… Show more Lead development and implementation of new service delivery model that serves banking customers at Interactive Banking Machines (IBM) replacing traditional drive-thru lanes. Revitalization of existing call center into a more robust operation through the establishment of performance standards, introduction of scorecards, benchmarking/KPIs, quality assurance programs, enhanced training, supportive culture with coaching programs and technology upgrades. Consistently contribute to and promote an environment where service excellence thrives, customer experience is paramount and employee engagement is a top priority. • Improved average handle times in call center by 13% during first 12 months by placing a strong focus on first call resolution and coaching • Sustained average wait and handle times for Interactive Banking customers that exceed industry standards by at least 15% starting 3rd quarter • With a strong focus on customer experience, average quality scores increased by 6% across first year, overall YE avg 97.6% in both departments • Developed service model and KPIs for entire retail branch network focused on winning through customer experience Show less

Workforce Deputy Site Manager

• Nov 2013 - Jul 2017

Responsibilities included the training, directions and motivation of a 40+ call center management team. Managed and coordinated action plans for daily operations, established workflow assignments, and ensured excellence in customer service while meeting performance goals. Achieved fast-track promotions to positions of increasing responsibility from Enterprise Quality Assurance Supervisor to Deputy Site Manager of Operations and Workforce Engagement. • Collaborated in design… Show more Responsibilities included the training, directions and motivation of a 40+ call center management team. Managed and coordinated action plans for daily operations, established workflow assignments, and ensured excellence in customer service while meeting performance goals. Achieved fast-track promotions to positions of increasing responsibility from Enterprise Quality Assurance Supervisor to Deputy Site Manager of Operations and Workforce Engagement. • Collaborated in design, established, and directed new-hire onboarding program resulting in a decrease in turnover from over 50% to 23% during the first quarter. • Improved overall employee engagement by 6.3% as measured by annual ViewPoint Survey through consistent core indicators: Say, Stay, Strive. • Designed, piloted, and implemented streamlined employee communication tool across four call center sites published and utilized daily in team huddles. • Additional Responsibilities: Recruiting, interviewing, hiring, performance development reviews, leadership development, strategic planning, process improvement, training development, employee on-boarding, community networking, project management, quality assurance, quality control, customer service management, issue resolution, employee engagement Show less Responsibilities included the training, directions and motivation of a 40+ call center management team. Managed and coordinated action plans for daily operations, established workflow assignments, and ensured excellence in customer service while meeting performance goals. Achieved fast-track promotions to positions of increasing responsibility from Enterprise Quality Assurance Supervisor to Deputy Site Manager of Operations and Workforce Engagement. • Collaborated in design… Show more Responsibilities included the training, directions and motivation of a 40+ call center management team. Managed and coordinated action plans for daily operations, established workflow assignments, and ensured excellence in customer service while meeting performance goals. Achieved fast-track promotions to positions of increasing responsibility from Enterprise Quality Assurance Supervisor to Deputy Site Manager of Operations and Workforce Engagement. • Collaborated in design, established, and directed new-hire onboarding program resulting in a decrease in turnover from over 50% to 23% during the first quarter. • Improved overall employee engagement by 6.3% as measured by annual ViewPoint Survey through consistent core indicators: Say, Stay, Strive. • Designed, piloted, and implemented streamlined employee communication tool across four call center sites published and utilized daily in team huddles. • Additional Responsibilities: Recruiting, interviewing, hiring, performance development reviews, leadership development, strategic planning, process improvement, training development, employee on-boarding, community networking, project management, quality assurance, quality control, customer service management, issue resolution, employee engagement Show less

Property Manager

• Oct 2012 - Nov 2013

Directed the operations of multi-site portfolio of three communities comprised of 230 units in college community. Absorbed regional manager's responsibilities of on-boarding property managers and maintenance staff by providing orientation, training, mentorship and follow-up for remining eight properties. • Increased occupancy from 87% to 95%, lowering exposure to 5% in a highly competitive market. • Designed, established and implemented marketing strategies utilizing community… Show more Directed the operations of multi-site portfolio of three communities comprised of 230 units in college community. Absorbed regional manager's responsibilities of on-boarding property managers and maintenance staff by providing orientation, training, mentorship and follow-up for remining eight properties. • Increased occupancy from 87% to 95%, lowering exposure to 5% in a highly competitive market. • Designed, established and implemented marketing strategies utilizing community resources, social media, and networking to decrease monthly advertising costs by 19%. • Maintained monthly budget, month end reports and leasing summaries. • Consistently reached monthly collections goals and filed required paperwork as needed for non-payment and eviction procedures. Additional Responsibilities: Customer service, training,mentoring, work prioritization, collections, reporting, community networking, marketing, project management, employee on-boarding, process improvement, goal-setting, social media, process development Show less Directed the operations of multi-site portfolio of three communities comprised of 230 units in college community. Absorbed regional manager's responsibilities of on-boarding property managers and maintenance staff by providing orientation, training, mentorship and follow-up for remining eight properties. • Increased occupancy from 87% to 95%, lowering exposure to 5% in a highly competitive market. • Designed, established and implemented marketing strategies utilizing community… Show more Directed the operations of multi-site portfolio of three communities comprised of 230 units in college community. Absorbed regional manager's responsibilities of on-boarding property managers and maintenance staff by providing orientation, training, mentorship and follow-up for remining eight properties. • Increased occupancy from 87% to 95%, lowering exposure to 5% in a highly competitive market. • Designed, established and implemented marketing strategies utilizing community resources, social media, and networking to decrease monthly advertising costs by 19%. • Maintained monthly budget, month end reports and leasing summaries. • Consistently reached monthly collections goals and filed required paperwork as needed for non-payment and eviction procedures. Additional Responsibilities: Customer service, training,mentoring, work prioritization, collections, reporting, community networking, marketing, project management, employee on-boarding, process improvement, goal-setting, social media, process development Show less

Sales Operations Manager

• Sep 2011 - Oct 2012

Direct, coach, and motivate operations and sales team members supportiung two e-commerce businesses averaging more than $2 million in annual revenue. Train and evaluate administrative and sales staff on suggestive selling techniques, customer service skills and active listening. • Developed and implemented customer service training resulting in a 20% improvement in customer experience ratings after two quarters. • Increased profit margins by 10-13% during first six months through… Show more Direct, coach, and motivate operations and sales team members supportiung two e-commerce businesses averaging more than $2 million in annual revenue. Train and evaluate administrative and sales staff on suggestive selling techniques, customer service skills and active listening. • Developed and implemented customer service training resulting in a 20% improvement in customer experience ratings after two quarters. • Increased profit margins by 10-13% during first six months through ensuring compliance to offering add-on items and product warranties on every call. • Created standardized system to support on-time inventory management which enabled a transition of unused storage space to operation areas increasing this sppace by 25%. Additional Responsibilities: On-hand inventory control, replenishment, e-commerce management, sales, marketing, customer service, coaching, staff training, performance reviews, data analysis, reporting, project management, website development, vendor relations, community networking, branding, SEO, social media, quality control Show less Direct, coach, and motivate operations and sales team members supportiung two e-commerce businesses averaging more than $2 million in annual revenue. Train and evaluate administrative and sales staff on suggestive selling techniques, customer service skills and active listening. • Developed and implemented customer service training resulting in a 20% improvement in customer experience ratings after two quarters. • Increased profit margins by 10-13% during first six months through… Show more Direct, coach, and motivate operations and sales team members supportiung two e-commerce businesses averaging more than $2 million in annual revenue. Train and evaluate administrative and sales staff on suggestive selling techniques, customer service skills and active listening. • Developed and implemented customer service training resulting in a 20% improvement in customer experience ratings after two quarters. • Increased profit margins by 10-13% during first six months through ensuring compliance to offering add-on items and product warranties on every call. • Created standardized system to support on-time inventory management which enabled a transition of unused storage space to operation areas increasing this sppace by 25%. Additional Responsibilities: On-hand inventory control, replenishment, e-commerce management, sales, marketing, customer service, coaching, staff training, performance reviews, data analysis, reporting, project management, website development, vendor relations, community networking, branding, SEO, social media, quality control Show less

Co-Founder/Director of Marketing and Customer Service

• Dec 2010 - Jan 2012

• Established and fostered complete social media presence for Two Ladies Credit Services including Twitter, LinkedIn, Facebook, WordPress Blog, and various other programs • Authored and facilitated training for staff on customer service policies and credit repair practices, including legal compliance • Established and fostered complete social media presence for Two Ladies Credit Services including Twitter, LinkedIn, Facebook, WordPress Blog, and various other programs • Authored and facilitated training for staff on customer service policies and credit repair practices, including legal compliance

Sr. Analyst/Customer Service Supervisor

• Feb 2006 - Jul 2010

Recruited, trained, and supervised 20-45 customer service representatives offering exceptional service while exceeding performance standards within the pharmaceutical industry. Provided workforce management solutions including system access compliance and workflow assignments for call center staff of 600+. • Developed concept of and managed team responsible for set-up and monitoring of auto-dialer notification system to alert pharmacies of delivery delays versus live calls resulting… Show more Recruited, trained, and supervised 20-45 customer service representatives offering exceptional service while exceeding performance standards within the pharmaceutical industry. Provided workforce management solutions including system access compliance and workflow assignments for call center staff of 600+. • Developed concept of and managed team responsible for set-up and monitoring of auto-dialer notification system to alert pharmacies of delivery delays versus live calls resulting in an initial cost savings of $50,000 during the first month of implementation. • Led CSRs in Kaizen event utilizing LSS process to increase first call resolution by enhancing training processes in cross-functional product knowledge positively impacting cost per call savings an avg of 0.1 cents. Additional Responsibilities: Recruiting, interviewing, hiring, workforce management, employee on-boarding, system access liasion, SOX compliance audits, customer service training, coaching, mentoring, quality assurance, quality control, community networking, performance reviews, issue resolution, employee engagement Show less Recruited, trained, and supervised 20-45 customer service representatives offering exceptional service while exceeding performance standards within the pharmaceutical industry. Provided workforce management solutions including system access compliance and workflow assignments for call center staff of 600+. • Developed concept of and managed team responsible for set-up and monitoring of auto-dialer notification system to alert pharmacies of delivery delays versus live calls resulting… Show more Recruited, trained, and supervised 20-45 customer service representatives offering exceptional service while exceeding performance standards within the pharmaceutical industry. Provided workforce management solutions including system access compliance and workflow assignments for call center staff of 600+. • Developed concept of and managed team responsible for set-up and monitoring of auto-dialer notification system to alert pharmacies of delivery delays versus live calls resulting in an initial cost savings of $50,000 during the first month of implementation. • Led CSRs in Kaizen event utilizing LSS process to increase first call resolution by enhancing training processes in cross-functional product knowledge positively impacting cost per call savings an avg of 0.1 cents. Additional Responsibilities: Recruiting, interviewing, hiring, workforce management, employee on-boarding, system access liasion, SOX compliance audits, customer service training, coaching, mentoring, quality assurance, quality control, community networking, performance reviews, issue resolution, employee engagement Show less