Experience

Lakeview Village, Inc.

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Event and Catering Services

  • Aug 2019 - Aug 2021

  Lenexa, Kansas, United States



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Sr. Manager, Customer Experience Operations, NPS Internal

  • May 2015 - Aug 2019

  Overland Park, KS Working with Cross-functional partners at various levels of the organization, defining strategies solutions and program management that address customer experience improvement opportunities, corporate wide communications and change management .

• Sr. Manager, Sales Marketing Implementation

  • Sep 2012 - May 2015

  Launch and manage the day to day pipeline of marketing programs, strategy, devices and operational initiatives into multiple front line channels ensuring the reps have the correct information to support all marketing launches and strategy. The main responsibility of the team is to collaboratively develop and manage the appropriate documents and methodologies to obtain launch readiness and provide on-going support of all launched initiatives while keeping an eye on ROI of each program.

• Manager, Dynamic Delivery

  • Apr 2011 - Sep 2012

  Managed a team responsible for the development of training and communications documents, as well as the system / tool used to delivery those trainings and communications. The ultimate responsibility of the team was to manage the information going through the pipeline to ensure the right information was delivered to the appropriate representatives at the most efficient time (during down time, between calls, etc.).

• Manager, Post Activation Core Process

  • Mar 2009 - Apr 2011

  Manage a team of individuals responsible for the development and ongoing management of all core processes after the point of device activation. Responsible for developing, managing and maintaining approximately 15 process flows and 188 care and process solutions in the Care Support Tools to establish the new knowledge base tool for care agents to use when speaking and providing service to Sprint customers. On-going management and analysis of all flows and documents to identify… Show more Manage a team of individuals responsible for the development and ongoing management of all core processes after the point of device activation. Responsible for developing, managing and maintaining approximately 15 process flows and 188 care and process solutions in the Care Support Tools to establish the new knowledge base tool for care agents to use when speaking and providing service to Sprint customers. On-going management and analysis of all flows and documents to identify areas of opportunity and remove waste.

• Manager, Care Experience & Center Communication Managment

  • Mar 2007 - Mar 2009

  Managed a team of Project and Program Managers driving consistent communications, training, implementation plans, as well as processes to call center and support team supervisors and above, while working with cross-functional and executive teams. Developed and implemented the first version of the Care Playbook, which provided an overview of new and updated processes placed into production, weekly device, product and marketing programs launches, coaching tips, and need to know… Show more Managed a team of Project and Program Managers driving consistent communications, training, implementation plans, as well as processes to call center and support team supervisors and above, while working with cross-functional and executive teams. Developed and implemented the first version of the Care Playbook, which provided an overview of new and updated processes placed into production, weekly device, product and marketing programs launches, coaching tips, and need to know information. Introduction of the Playbook into the centers enabled the elimination of multiple calls held with center resources, streamlining the dissemination of information through the Playbook and one weekly call. Over saw the creation, development and ongoing management of the Leadership home page where communications, coaching materials and need to know information was placed to keep support staff and center supervisors and above abreast of "need to know" information beneficial in managing teams.

• Manager, CPI Device Implementation and Lifecycle

  • Jul 2005 - Mar 2007

  Managed a team of Program Managers responsible for introducing new handsets, air cards, embedded devices into the care organization and ensuring appropriate documentation, communications, training and support was in place prior to established launch dates. The team was also responsible for continued management and support through the lifecycle of the devices launched. During this period personally managed key corporate initiatives increasing staff at various call centers to ensure… Show more Managed a team of Program Managers responsible for introducing new handsets, air cards, embedded devices into the care organization and ensuring appropriate documentation, communications, training and support was in place prior to established launch dates. The team was also responsible for continued management and support through the lifecycle of the devices launched. During this period personally managed key corporate initiatives increasing staff at various call centers to ensure appropriate staffing was in place to provide excellent customer service.



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Manager, Business Operations & Sales Support

  • 2003 - 2005

  Managed the staff operations (Executive Assistant) for Vice President of Business Customer Support Services; successfully managed and developed various teams, as well as a team of my own, for multiple divisions of Sprint while interfacing between the vice president and cross functional organizations, developing internal and external communications, customer tailored presentations, leadership conferences and leading the Executive team to execute on executive sponsored programs. Project… Show more Managed the staff operations (Executive Assistant) for Vice President of Business Customer Support Services; successfully managed and developed various teams, as well as a team of my own, for multiple divisions of Sprint while interfacing between the vice president and cross functional organizations, developing internal and external communications, customer tailored presentations, leadership conferences and leading the Executive team to execute on executive sponsored programs. Project managed key corporate initiatives (i.e.; spin-off of the Local Company [Embarq]) ensuring appropriate systems, tools, processes, IVRs and documents were accounted for when standing up the local company and moved (electronically) to the appropriate database / storage.

• Project Manager, Consumer Customer Solutions

  • 2001 - 2003

  Developed the strategy, implementation plan and launched programs to increase agent and customer satisfaction within the Consumer Care group by establishing new tools, methods and procedures and IVR improvements (i.e.; up-sell tool, integration of Sprint Divisions and strategies, collections hotline customer education, etc.). Saving the company $470 million plus dollars over multiple implemented projects.

• Manager, Marketing Operations Short Term Planning & Change Management

  • 1999 - 2001

  Operationalized, managed and implemented the launch plans for products, marketing programs and devices within each launch window. Organized cross-functional sessions to provide overview and education each item on the launch plan; identifying and avoiding duplication, program collisions, and poor ROI initiatives; while preparing all company functional areas for each launch.

• Manager, Marketing Operations Process Knowledge Center

  • 1999 - 1999

  Created, developed, implemented and managed the Marketing Operations Process Knowledge Center and team, which provided real time help desk support to Field Sales Representatives while they met with external customers about Sprint products and services.

• Marketing Operations Program Manager

  • 1997 - 1999

  Created, developed, established, managed and maintained Business methods & processes for field sales representatives to provide correct procedures and company policy when working with Sprint Customers. Implemented and maintained new business tools, which established the foundation and support models for Account Hierarchy management; saving the company approximately $6.3 million.



Liberty Mutual Insurance

• United States
• Insurance
• 700 & Above Employee

• Long Term and Short Term Disability Claims Analyst

  • Nov 1996 - Jul 1997

  Administered short and long-term disability claims Managed and analyzed claim files from claimants, physicians and other pertinent areas



Federated Mutual Insurance

• Internal Analyst / Consultant

  • Nov 1994 - Aug 1996

  Worked cross-functionally to continuously improve the business and processes through: - An organized a bond file move enabling the Home Office to centrally process 31 states - Saving the organization $67,000 by conducting cost/benefit analysis for on-line documentation - Facilitation and development of the strategies for functional group mission statements and goal setting - Establishing consistent company wide record retention methods - Managing department support staff