Experience

State of Idaho

• Government Administration
• 700 & Above Employee

• Project Delivery Manager

  • Aug 2021 - Present



Paylocity

• United States
• Software Development
• 700 & Above Employee

• Client Services Manager

  • Jun 2019 - Aug 2020

• Client Services Team Lead

  • Aug 2016 - Jun 2019



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Manager Training

  • Jan 2014 - Apr 2015

  • Provided logistical support, course development, training delivery, performance evaluations, client reporting and developed process measurements for the CCO Training Department• Sought out to move to training from operations to manage an outlier training department. Completed second half of first Open Enrollment Period ramp up managing 30 trainers and up to 900 CSRs at a time• Completed 160 New Hire classes in 78 days for a 1768 seat call center. All with a 97.8% New Hire pass rate and course/trainer evaluation of 96.76% for second Open Enrollment Period Show less

• Call Center Manager

  • Aug 2013 - Jan 2014

  • Assisted in the launch of a 1768 seat call center to include; hiring, training, process development/implementation• Managed 9-10 supervisors and approximately 180 representatives • Managed key performance measures for customer and company satisfaction as well as efficiency metrics



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Assistant Call Center Manager

  • Feb 2012 - Aug 2013

  • Worked directly with Call Center Director daily to review performance and updates on implemented process changes • Communicated throughout the day with peers to ensure that production is supported, share best practices and ensure that all directives are being executed equally• Managed service levels with Work Force Management daily to the company requirements• Conducted train observations evaluating supervisor coaching performance• Inspected quality of service through analysis of performance measures and report to leadership daily/weekly• Conducted daily meetings with supervisors to review previous day performance and current day plan of agent development• Conducted weekly Accountability, Talent, Attitude and Commitment staff meetings with supervisors and managers covering top performance measures, actions and best practices to improve Show less

• Training Manager

  • Jan 2010 - Feb 2012

  • Developed continuing education curriculum. • Replaced vacancies for CSR and Trainer I positions via sourcing, scheduling, interviewing, and assessing (if applicable) • Managed instructor and classroom schedules; ensures facility setup, audiovisual setup, and participant notification.• LEAP (Leadership, Execution, Accountability, Performance) certified in 2012. Launched and certified all management staff across the domestic organization. This was completed remotely. • Revamped Transition (OJT) in October 2010 by increased supervisor productivity requirements for weekly review, revised Mentor Program to be used as supervisor in training initiative. Including attending all required supervisor training and implemented graduation requirements and weekly performance standards for all NH agents. • Designed a PIP (Performance Improvement Plan) for outlier agents with more than 90 days tenure. Show less

• Senior Trainer

  • Apr 2007 - Jan 2010

  • Responsible for overseeing all domestic Training departments; ensured that all client and company training was facilitated completely, accurately and timely

• Trainer

  • Apr 2006 - Apr 2007