Experience

Knowledge Services

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• MSP Program Specialist

  • Feb 2022 - Present



Abbott / Redwood Toxicology

• Indianapolis, Indiana, United States

• Client Relations Specialist II

  • May 2016 - Jan 2022

  • Liaison for multi-million-dollar contract between Department of Child Services (DCS) for State of Indiana, Redwood Toxicology/Abbott team, and in-field provider agencies to deliver random and emergency drug screens to DCS clients. • Owned relationship and oversaw 50+ Indiana County DCS offices and respective relationships with service provider agencies. • Collaborated cross-functionally to maintain and improve administration of contract. • Resolved DCS and provider-agency issues. • Evaluated providers, created screening and documentation procedures for testing, and implemented corrections and improvements to ensure ongoing adherence to contract. • Drove revenue goals for contract by maintaining client availability to screen, and provider agency readiness. • Conducted training and on-boarding for both DCS and provider agencies as needed. • Attended and conducted in-person and virtual meetings with various Department leaders and associates. Traveled as needed. • Worked with Marion County DCS specifically to recover revenue funds owed to Abbott and Redwood Toxicology. • Created, implemented, and trained SOP’s/procedures for providers and DCS clients. • Complied with HIPPA Regulations.



ITT

• Indianapolis, Indiana, United States

• Client Services / Sales Representative

  • Dec 2015 - May 2016

  • Acted as outbound sales representative, responsible for selling online school programs to prospective students. • Ensured successful completion through on-boarding process. • Consistently met monthly sales goals. • Acted as outbound sales representative, responsible for selling online school programs to prospective students. • Ensured successful completion through on-boarding process. • Consistently met monthly sales goals.



Stericycle

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

• Client Services Manager

  • Apr 2015 - Oct 2015

  • Led assigned clients through specific recall process. Designed individual client plans, based on circumstances of recall. • Facilitated scope and design, and executed recall activities, based on circumstance and client need. • Oversaw daily activities in scrum-simulated environment. • Coordinated and performed internal work to support recall plan. • Assisted client in compliance with FDA, CPSC, and other regulatory offices. • Communicated regularly with clients. • Led assigned clients through specific recall process. Designed individual client plans, based on circumstances of recall. • Facilitated scope and design, and executed recall activities, based on circumstance and client need. • Oversaw daily activities in scrum-simulated environment. • Coordinated and performed internal work to support recall plan. • Assisted client in compliance with FDA, CPSC, and other regulatory offices. • Communicated regularly with clients.



First Advantage

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Manager, Client Services

  • Nov 2012 - Aug 2014

  • Managed CSAT, client advocate, and customer service teams, including offshore employees.• Drove process improvement for e-mail answering, cutting response time from four or five days to less than 24 hours total. Reduced overall total call volume for company.• Improved turnaround time for paperwork critical to background completions, cutting time from three days to less than eight hours. Slashed and reduced overall call volume for company.• Oversaw migration of client accounts from one platform to another. Improved process for both client and internal users.• Defined and improved internal reporting process for customer service, with on-time delivery moving from 75% to 96%.• Managed remote employees, both on-shore and off-shore. Hired staff for projects.• Oversaw training of employees and clients as platform moves occurred. Led employee development.

• Technical Support Manager

  • Feb 2010 - Nov 2012

  • Supervised technical support team for assessments and fingerprinting. Provided critical thought and planning to improve overall team and business, including reducing call volume by creating self-service options, driving process improvement with adjoining teams, fostering creative technical solutions for clients, and providing clear reporting.• Earned customer-client satisfaction score of 4.64/5.0.• Drove employee development. Guided and managed remote employees, both on-shore and off-shore.



Sallie Mae

• United States
• Financial Services
• 700 & Above Employee

• Project Manager - Operations/Contact Centers

  • Oct 2007 - Dec 2008

  • Promoted project management for all business systems relevant to seven customer service call centers (both on- and off-shore), using standard and internal PM methodology. • Participated on cross-functional team to create new customer service agent user-interface tool. • Created comprehensive project plans, coordinated with developers on business needs and requests, and managed staggered rollout of system by call center and line of business. • Managed four analysts (two in remote locations). Led and coordinated large-scale systems releases, triage of said releases, patch implementations, UAT, regression testing, beta testing, and post-release activities with business partners to ensure satisfaction.



Nelnet

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Project Manager

  • 2002 - 2007

  • Facilitated project management for all business systems relevant to college planning. Increased efficiency of web products (both internal and external) to enhance overall effectiveness of both staff and customers’ experience in transactional web sites. These improvements decreased agent call average by 1 minute.• Provided operations input and oversight to numerous projects, working both in-house and remotely with developers, testers, business analysts, and other project managers to ensure timely releases of product enhancements. Initiated significant process improvement, resulting in increased loan sales for last two years.• Demonstrated and relied on strong working knowledge of PM methodology used by internal BTS team.

• Call Center Manager

  • 2002 - 2005

  • Developed and opened loan consolidation sales call center with 20 associates, and eventually grew to 50 associates. Managed inbound and outbound calls, as well as processing of applications. • Served as part of Indianapolis team, earning top sales for all centers throughout 2003 and 2004.• Created procedures. Oversaw staff production, hiring, training, issue resolution, and performance evaluation.• Opened new center in Denver and contributed to growth of four centers nationally. Transitioned Indianapolis consolidation sales center to college planning center.



Cingular Wireless / AT&T

• Retention Manager

  • 1994 - 2002

  • Managed quality assurance, trainers, welcome call, and process improvement. Performed churn analysis, evaluated competitor activity, and developed and implemented customer turnover strategies. • Developed and implemented retention program called “Great Neighbor,” with program that included companywide training and website designed to increase customer satisfaction for all functional areas of Cingular Wireless in Indiana. • Led program in driving down churn by 1% from 2000 to 2001, while enhancing customer satisfaction by 5%. • Selected to participate in company leadership development program in 2000-2001 and participated on numerous cross-functional teams.