Areas of Expertise Leadership Team and Stakeholder Engagement Evolving Management Fiscal Accountability Training & Staff Development Process Improvement Interpretative Analysis Key Performance Indicators Risk Management Relationship Building Analytical Thinking Work Flow Coordination Compliance Peer Collaboration Talent Acquisition Cross-Functional Engagement Metrics Driven Customer Retention & Conversion Project Leader Quality Assurance Cost Reduction Analysis Vendor Management IT Liaison Root Cause Analysis Attrition MS Office Professional Value Offered * Shape consensus among the major stakeholders by delivering evolving management methodologies endorsing best in class client servicing levels meeting enterprise performance metrics with no compromise to quality. * Consistently build sound, cohesive, and diverse cross-functional teams recognized for leveraging value of every single customer contact with beyond the brand excellence. * Launch broader scope programs to address emerging technologies improving call center efficiencies to drive business and operational growth. * Demonstrate the ability to analyze and interpret data bringing results to stakeholder engagement tables to identify alternative business designs and strengthen service strategies and optimize customer enrollments by channel and service delivery. * Ensure headcount levels meet operational demands by monitoring staffing initiatives, recruiting top talent, and coordinating human capital to drive workflow coordination. * Shift organizational thinking, gain buy-in, and capture client wins by developing alliances across multiple business units to deep-dive strategies to enrich customer partnerships. * Lead and provide long-term resource and enterprise capabilities, planning and modeling, real-time staff utilization, and operational service commitments. * Define and monitor service level metrics in order to partner with cross-functional areas to ensure optimization of continuous learning and process improvements to increase productivity and efficiency. * Conduct periodic reviews to report on evolving issues, opportunities, and outcomes affecting instituted enterprise-wide change initiatives. * Develop directional approaches to align enterprise objectives and champion projects that impact and influence customer experiences and behaviors. * Maintain work process flow by coordinating requirements with operational departments and funnel down information to business improvement teams. Continued Achieved an increase in overall customer satisfaction determinations by 700+ basis points while simultaneously receiving higher than company and line of business (LOB) average ratings on associate satisfaction surveys delivered on client driven and employer of choice operating principles. * Selected to lead Lean Six Sigma Green Belt project yielding $500K+ in annual save and cycle time reduction in fund disbursements by 50%. * Department met/exceeded all key performance indicators 2011 and achieved 16% above departmental average in associate satisfaction 2010. * Independently launched new customer service site location grew site to 500+ associates in three years recognized as singular site receiving 85% of customer satisfaction goals. * Achieved overall call center efficiency by 20% reduced repeat calls by 32% and decreased monthly associate absenteeism by 2%. * Introduced new local services team of 20 associates designed inter-departmental processes with the principal stakeholders deployed performance metrics and standards and expanded department to 200 associates. * Assumed project to reduce monthly customer credits by $500K for an annual save of $6M project live date accomplished in six months.

Highlights:

• Call Center
• Management
• Compliance
• Policies and Procedures
• Project Management
• Project Manager
• Green Belt
• Information Technology
• Leadership
• Metrics