Realtor

• Feb 2022 - Present

Senior Client Services Manager

• Oct 2017 - Present

Lead Team of ~15 Service Consultants supporting National Account level clients (1000+ employees, $1M+ annual revenue) ADP Orlando Manager of the Year, FY19 Driving business transformation through initiatives designed to improve Client data security, reporting capabilities, and communications Leading project to standardize employee career progression across National Accounts Member of Steering Committee for new product design and rollout Sponsor of National Accounts Associate Advisory Committee Site Lead for new hire interview and training redesign and rollout for National Accounts Lead for site level and regional employee recognition programs Improve Academy Coach, coordinating formation and execution of Six Sigma projects Created and facilitated Excel training courses that reached over 10,000 employees to date President of ADP Orlando Toastmasters, 2018-2019 Vice President of ADP Orlando iWin (International Women’s Inclusion Network), 2019-2021

Client Services Manager

• Nov 2015 - Sep 2017

Led Team of ~15 Consultants supporting Enterprise level clients (200+ employees, $100k+ annual revenue) Created new Client Service roles to address gaps in transition from Implementation to Service Key player in three Six Sigma Green Belt projects: Improving the new Client experience, improving new hire quality, and reducing case resolution and response time Led creation of internal career development program Developed site-level employee recognition program Led Team of ~15 Consultants supporting Enterprise level clients (200+ employees, $100k+ annual revenue) Created new Client Service roles to address gaps in transition from Implementation to Service Key player in three Six Sigma Green Belt projects: Improving the new Client experience, improving new hire quality, and reducing case resolution and response time Led creation of internal career development program Developed site-level employee recognition program

Team Manager

• Feb 2012 - Nov 2015

Led Team of ~20 Customer Service Representatives supporting various departmentsSuccessfully spearheaded department and site initiatives to improve AHT, NPS, and employee satisfactioCreated and led project to improve performance of new hires within their first 30 daysServed as sole dedicated resource for Executive Office complaint resolution for Chase.com 100% employee satisfaction from employee opinion survey, 2012-2015Founder and Chair of NextGen Business Resource Group at Chase Lake MarySite level Employee of the Quarter, Q2 2013

Customer Service Supervisor

• Feb 2004 - Feb 2012

Handled escalated calls with high profile clients and in-depth issuesManaged teams as Relief Team Manager for 3 yearsTop Supervisor scorecard every month, 2006-2008Chosen to train advisors in Mumbai, India, June-July, 2011Led department level project that reduced AHT by over 20 seconds in 60 daysSite level Employee of the Quarter, Q3 2011

Quality Assurance

• Jul 2001 - Jan 2004

Managed accuracy of packages sold to customers Ensured that all sales were satisfactory Set site record for sales in a day, 07/2000 Managed accuracy of packages sold to customers Ensured that all sales were satisfactory Set site record for sales in a day, 07/2000