Dedicated to furthering agent success by supporting agents in a variety of VoC channels to include the Liveops Support Center, Liveops Nation, live and virtual events, and more with a focus on empathy and nurturing.• Member of the 2020 Agent Journey Mapping team that identified agent friction points, analyzed frequency and impact, and solutioned fixes to implement. • Collaborated with Talent Acquisition, Agent Readiness, Client Results, and Learning & Development teams to build and execute 7 Agent Success and 3 Nesting Pilots to test added support solutioned during the journey mapping project.• Sourced, hired, trained, and managed 7 agent contractors to assist in an expanded pilot to test added support to agents during their onboarding process.• Launched a monthly agent business-building series in July of 2020. These ongoing monthly virtual events focus on topics relevant to the agent community and include both agent and staff panelists.• Hiring and development of talent is vital to Liveops’ ongoing success. Currently manage an Agent Success Specialist with comprehensive, hands-on, and advanced training to ensure preparation for promotion into a larger role while supporting Agent Success in every way. Managing of agent contractors working on the expanded pilot is also ongoing.• Member of the build team tasked with building and overseeing our internal agent support system with a continuing role in oversight, knowledge base development, case deflection, streamlining, optimizing, reporting, upkeep, and staff training.

Built a floating Agents Results Advocate program from the ground up to strategically fill additional program and agent support necessary during peak program times. • Managed a team of 7-10 Agent Results Advocates that moved from program-to-program as needed with a heavy focus on advanced training, program staff collaboration, and fluidity.• Day-to-day management of support resources to include hiring, training, performance management and employee development. • Promoted not only a team atmosphere to ease program stress, but also integrated into each program team to gain adoption by staff on the supported teams. • Regular touch points with key stakeholders and leadership to strategize, collaborate, and ideate on the successes and inefficiencies of the floating ARA program.

Responsible for all aspects of being a Client Results Manager: Managed day-to-day operations to include hiring, training, mentorship, agent interaction, KPI adherence increases, and QA activities. • Proven track record of success: In early 2017, obtained a high of 13 overall KPIs met out of 18 opportunities (72%). In Q4 2017, for the first time since the client program began, all KPIs were achieved.• Developed and executed the formation of mini communities to combat KPI non-adherence. These mini communities afforded agents access to a dedicated staff member to assist in building their business. • Relationship building with the client was a top priority and obtained through not only a heavy focus on building this relationship, but also excellence in program metrics. • Instrumental in partnering with L & D to completely rebuild agent certification.• Heavy emphasis on teaching, training, and mentoring the staff support team to better agent quality and experience with Liveops and the client program.

Worked closely with Manager and Lead team to effect change in areas such as schedule changes, CSR procedural/process changes, and other changes that positively impacted the agent community.• Interviewed and recommended CSR candidates for hire. Managed a dedicated group of 8-10 CSRs; coached, audited, and assisted them to achieve the goals set forth.• In each assigned micro-community, was proficient to teach/train the CSRs that worked within that program and built extensive OneNotes to obtain consistent agent answers.• Participated in management courses through Liveops Leadership Academy to not only grow as a Liveops Manager, but to sharpen communication skills.

• Spearheaded initiative to obtain consistency in staff answers provided to the agent community: Wrote 20 cheat sheets by subject and audited, then updated articles in company database. Resulting agent surveys consistently fell above average in each consecutive round.• Proactive in pursuing opportunities to volunteer for additional projects/needs such as assisting agents with login issues, terminated agents, affinity issue identification and compilation, script problems, contract issues, etc. Volunteered to cover all special events such as telethons and other large-scale needs. • Ability to gain buy-in as a new CSR: Involved in creating Agent Services site in Google Docs and created CSR PowerPoint to assist new CSRs moving over from other areas. • Capable of teaching and training effectively: Rewrote materials for New Agent Conference Calls. Involved in numerous 1:1s with other CSRs to train them in multiple client programs.

• Provided excellent service to callers while maintaining both Liveops and client standards. • Constantly strived to expanded knowledge through study of client resources, certification modules, and conference calls. Assisted other agents by mentoring and forum activity.

• Specialized in service issues including inbound and outbound calling, collection of payments, changes to policies, claim follow-up, and other administrative duties.• Prepared and maintained reports, documents, emails, and other correspondence. • Quoted, explained, and demonstrated auto and homeowner insurance policies to clients. • Assisted with First Notice of Loss claims on both auto and homeowner policies.• Property and Casualty License #09518729 is no longer active.

• Opened eBay store in January of 2003 and operated full time until July of 2007.• Sole proprietor responsible for purchasing, listing, selling, and shipping merchandise.

• Responsible for accounting operations such as reconciling bank statements, payroll, accounts payable and accounts receivable.• Designed and implemented company website in accordance with industry standards.

Provided a professional level of sales and customer service for inbound calls.• Determined customer’s needs, then acted as consultant by building rapport, then recommending up-sells to enhance purchases. • Received numerous customer service and productivity awards.

Excellence in business standards and attaining goals facilitated movement to 4 separate stores: each with larger volume and customer base than the prior. • Developed strategies and plans to drive business beyond company standards. • Directly responsible for recruiting, interviewing, and hiring of qualified candidates; hourly associates as well as assistant managers.• Provided training to staff in the areas of customer service, selling strategies, product knowledge, inventory control, and merchandising both on an individual basis and in larger group settings.• Responsible for entire store operations; profit and loss, inventory, and shrinkage control.• Received numerous awards for both sales and customer service including Rookie of the Year.• Recognized for succession planning with multiple management candidates being promoted.