Experience

Electrify America

• United States
• Motor Vehicle Manufacturing
• 200 - 300 Employee

• Commercial Account Manager

  • May 2023 - Present

• NOC Shift Manager

  • Apr 2022 - May 2023

  Manages a team of NOC Technicians, engineers, and leads that provide oversite to EA’s charging network Proactively monitors network health and asset case technical analysis Serves as technical lead during off hours for reviews and escalations from EA leadership

• Network Operations Center Technician

  • Oct 2021 - Apr 2022

  Engaged in reviewing and providing technical analysis of asset issues related to hardware and software Established a positive relationship with network vendors to aide in timely resolution Determined final root cause and updated asset case with findings Prepared and presented technical reports to track trends and patterns



Protective Life

• United States
• Insurance
• 700 & Above Employee

• Customer Experience Manager

  • Aug 2020 - Nov 2021

  Birmingham, Alabama, United States Accountable for effectively leading team of contact center representatives Participates in processes of recruiting, selection, salary, incentive review, and promotional decisions. Utilized technology supported by Shared Services to drive operational efficiencies.



Regions Bank

• United States
• Banking
• 700 & Above Employee

• Senior Lifeline Digital Analyst

  • Oct 2018 - Aug 2020

  Responsible for responding via chat to branch associates about various bank products/polies. Provided development coaching to agents and facilitated meetings to discuss trends and patterns for overall improvement.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Contact Center Team Manager

  • Nov 2012 - Oct 2018

  Facilitating about 30+ direct reports and coach them on how to market the latest products or services. I also coach a diverse range of phone bankers to their fullest potential. Lead by example to ensure the customer experience is the focal point and that our consumers are succeeding financially.

• Phone Banker 4/Team Lead

  • Jan 2014 - Aug 2014

  Assisted with resolving complex inquiries and various complaints within team Lead site-wide seminar to increase overall site performance Documented behaviors and trends to comply with conduct Developed and mentored team members for leadership roles

• Phone Banker

  • Nov 2012 - Jan 2014

  Answered Inbound Phone Calls Experience assisting Consumer and Credit Card Customers Consistently achieved top performance ratings Assisted with training and developing New Hires as a Banker Coach