Experience

AAA Arizona

• United States
• Consumer Services
• 100 - 200 Employee

• Manager, Enterprise Quality Transformation

  • Mar 2022 - Present

  - Leads execution on organization's most strategic quality initiatives, building out the core methodology, execution engine and team. -Transform and improve Member service quality enterprise-wide- Design the strategy and apply a data-driven approach to prioritize improvement opportunities for Members (customer facing) and Team Members (internal employees). - Project Management and Execution. - Drive methodology improvement

• Manager, Accounts Payable

  • Feb 2020 - Feb 2022

  • Led complete transition and transformation of offshore accounting team to onshore team with 120 day lead time. Project included project/change management, hiring, training and overall department management duties• Developed process efficiency and improvement opportunities, leading to:o Reduction in late payments from 24% to <4%o Reduction in invoice exceptions (unable to pay) by 90% o Reduced headcount in the organization by 33% by implementing automation and efficiency opportunities• Led implementation of new OCR automation software to automate invoice processing and coding• Led weekly cross functional deparment meetings to address control, process and inefficiency issues with other Finance departments impacting AP efficiency and ability, such as PO requirements and issuance, maximizing early discount payments and implementing more automated payment solutions

• Change Management Specialist

  • Jan 2019 - Jan 2020

  • Supported communications and change management for Project Phoenix – designed to identify and optimize the ways payment flow through systems. • Led Project and Change Management for implementation of Smart Safe technologies, streamlining cash management in branch network. Project reduced cash management time in branch by over 70% and allowing for daily matching between branch deposits to bank. • Provided change leadership and support in Blackline implementation - new reconciliation software tool allowing for automated matching and reconciliation certification. • Provided Project Management, Change Management and Communications support in transitioning GL responsibilities from offshore team to onshore team.• Served as the Controllership liaison with IT to implement process improvement and guide strategic prioritization of software enhancements.

• Project Manager, Branch Operations

  • Mar 2017 - Dec 2018

  • Led efforts in systems integrations, developing and communicating policies, procedures and best practices across multiple business lines in multiple states during corporate Merger to our Branches and Auto Repair locations. • Led implementation of DMV Kiosk pilot in N. California, including rolling out of 10 DMV Kiosks, implementation plan and best practices across multiple branches. Effectively guided the project team with timelines and deliverables, completing initial install on time, and within budget. • Led implementation of expanded MVD services in multiple Arizona and Montana Branch locations, including oversight for budget, construction, state MVD requirements, corporate security standards, and reporting requirements.

• Service Quality Project Manager

  • Jun 2016 - Mar 2017

  -Responsible for leading quality improvement initiatives impacting member service quality for business lines. - Ensure process changes are integrated into operations and training programs. - Use structured problem solving and data analysis to understand root issues of unsatisfactory service quality.- Plan and lead projects tied to new process design and/or continuous improvement process redesign. - Lead cross functional teams and drive progress of key initiatives. - Ensure policies and procedures are current and incorporated into training program. Work closely with operations supervisors (internally and outsourced vendors).



AnswerNow! / Cosmopolitan Medical Communications

• Vice President Operations

  • Dec 2010 - Dec 2014

  - Manage day to day operations of Contact Center including management of KPI's, Training, Sales, Marketing, Client Services and Operations.- Work with client services and operations to define training initiatives and enhance quality, in addition to developing and implementing solutions that improve the organizations performance. - Oversee the creation, definition and development of a team of leaders, who will represent their respective team assignments in the design, development and implementation of policies, programs and processes. - Provide leadership and direction in meeting project plans and strategic objectives that will assist in the organization meeting and/or exceeding revenue demands and profit margins. - Work closely with team leaders and provides leadership in communications, defining direction, strategic business planning and implementation of support resources. - Assist the leaders in the organization by reviewing project priorities, providing feedback and reviewing measured results of actions taken. - Oversee all sales and marketing to achieve growth objectives. - Manage costs by improving efficiencies in operations, streamlining and reducing redundancy. -Set organizational key performance indicators (KPIs), goal definition, project priorities and program objectives to maximize workflow and manage expectations.

• Operations Manager

  • Oct 2005 - Dec 2010

  -Manage the full staff and day to day operations, applying workforce management skills and exemplary leadership to create success; implemented official policies related to Call Center Metrics, attendance, etc.- Increased agent productivity/adherence by more than 25%- Reduced attrition by over 200%, significantly reducing company expense while simultaneously increasing employee wages and benefit packages - Led strategic initiatives to improve the customer experience by ensuring first call resolution- Developed successful Workforce Management plans. - Used effective metrics for staffing, scheduling, and call volume forecasting. - Recognized trends, performed root cause analysis, and identified opportunities for improvement in meeting and exceeding performance goals. These plans included creative strategies for timely communication of program updates, and effective allocation of duties and responsibilities. Championed customer-centric culture by cultivating an environment of trust, teamwork, and ownership. - Established formal training programs for new hires, new programs, continuing education, and upward mobility. Developed and analyzed payroll budgets and other financial reports and data. - Complete Personnel Management – recruitment, interviewing, hiring, promotions, performance evaluations, coaching, training, leadership development, corrective action, and career-pathing for all staff, including a team of direct subordinates (Call Center Supervisors)

• Project Manager / Customer Service Manager

  • Jan 2001 - Sep 2005

  - Developed customer service / Account Management department in order to improve client relationships and client retention. - Led initiative to review and improve customer satisfaction surveys, and increased scores by over 30% in one year.- Managed onboarding and ramp down of all new and exiting clients. - Managed and oversaw all new software and platform integrations including, but not limited to, new CRM platform, new telephony switch, building relocation, new WorkForce Management product, new call center platform, and voicelogger integration.