Experience

PEAK6

• United States
• Financial Services
• 300 - 400 Employee

• Manager, Quality Assurance & Productivity (Insurtech)

  • Apr 2023 - Present

  • Effectively train and coach leaders on tracking productivity data, as well as customization options and inferences from weekly and monthly results• Lead, coach, and develop QA personnel through improved communication and SOP documentation• Implement communication standards and end-of-month summaries to key stakeholders to improve department brand/identity company-wide• Execute time study for QA department, identified process redundancies and bottlenecks which increased productivity by 25%• Create tracking for all department KPIs including on-time delivery of disputes and calibrations, as well as attribute-level analysis• Travel on-site 15% in order to lead Monthly/Quarterly Business Review sessions and participate in team building activities• Selected by Human Resources to serve on Voice Committee, tasked with improving employee engagement and listening to the voice of the collective workforce to drive change Show less

• Manager, Client Service (Insurtech)

  • Jun 2022 - Apr 2023

  • Developed and executed time-study analysis to effectively track task production across all clients• Built and implemented productivity scorecard that effectively increased productivity by an average of 1.22 FTE per client• Effectively reviewed and identified process gaps by reviewing SOPs, personnel interviews, supervisor coaching assessments, and offer recommendations to Executive Leadership• Reviewed, tracked, and packaged survey comments and actionable feedback to drive NPS results for each client; achieving highest scores in the industry Show less

• Contact Center Manager, Client Experience (National Flood Services)

  • Mar 2021 - Jun 2022

  • Led contact center operations for National Flood Services, with staff of 100+ employees• Developed and maintained positive working relationships with all clients while ensuring on-time delivery of Key Performance Indicators• Consistently exceeded all tracked KPIs by an average of 8% monthly: AHT, Customer Survey Scores (including NPS), and Client Satisfaction• Conducted major launch initiatives in the rollout of new technology, including pilot programs, digital kanban board management, and conducting effective retrospective analysis to improve future iterations• Led company-wide initiative to catalog and improve procedures for new client launches Show less



H&R Block

• United States
• Retail
• 700 & Above Employee

• Contact Partner Manager

  • Jan 2017 - Nov 2020

  • Led DIY digital contact center operations, including contract and personnel management for five contact centers across two vendors nationwide • Actively engaged in each phase of partner relationship including contract management, recruiting, training, staffing, operations, quality management, reporting, and performance management. • Conducted daily stand-ups and weekly status meetings for all cross-functional stakeholders • Identified and authored change strategies for each tax season, aligned with leadership stakeholders, and built cross-functional teams to ensure projects and strategies were prioritized and driven to successful completion • Evaluated software content and performance, served as a liaison between vendors and IT department by coordinating site ramp-ups, shut-downs, outages, software updates, and authored content changes to agent-focused article database • Served as onsite enforcer during site visits (travel 40% of year) of contract terms and conditions compliance, client and vendor training programs, and software performance standards • Developed and maintained strong client-vendor relationships with domestic and overseas vendors while driving best-in-class customer experience results and achieving budget and fraud loss targets Show less



U.S. Bank

• United States
• Banking
• 700 & Above Employee

• Manager of Operations

  • Jan 2013 - Jan 2017

  • Set, enforced, and optimized internal Fraud Operations policies to maintain efficiency, compliance and responsiveness to demands while managing a team of 12 managers with teams of 20 agents each • Established and administered annual budget with effective controls to prevent overages, minimize attrition, and support sustainability objectives • Provided leadership and direction on key projects, including delivery of monthly and quarterly performance metrics to executives while working closely with internal teams to maximize growth • Implemented targeted leadership development program to identify talent and improve employee engagement, retention • Recognized by the company for outstanding leadership in 2015, 2016, 2017 Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Team Manager

  • Jan 2007 - Oct 2012

  • Responsible for leading cross-departmental teams toward global initiatives, performance goals, and successful client experiences • Led Mortgage underwriting and processing teams to successful achievement of KPIs like turn-time, close rate, one-touch percentage, and overall quality • Trained and developed teams of 12-15 processors on mortgage loan processing methods • Trained and developed teams of 8-10 underwriters on mortgage underwriting principles, improving communication between underwriting and processing teams to surpass company KPI targets • Coached and executed on various communication methods, performance/root-cause analysis, and leadership tactics to maintain engaged, high-performing teams; won manager of the year awards consecutive years Show less