- Oversaw the Employer Solutions line of business for North America (450 employees).- Identified opportunities for operational efficiencies and savings.- P&L responsibility, completed monthly financial projections and invoice approvals. - Provided strategic, data-driven insights and analyzed historical trends.- Owned the planning, management, and execution of key projects. - Drove high-priority operational initiatives, ensured adherence to service level agreements and… Show more - Oversaw the Employer Solutions line of business for North America (450 employees).- Identified opportunities for operational efficiencies and savings.- P&L responsibility, completed monthly financial projections and invoice approvals. - Provided strategic, data-driven insights and analyzed historical trends.- Owned the planning, management, and execution of key projects. - Drove high-priority operational initiatives, ensured adherence to service level agreements and KPIs.- Partnered with HR team to execute policy integration, staffing alignments, system changes, data audits and reconciliation, and various HR change management initiatives. - Identified opportunities for technological advancement and system automation.- Maintained vendor/client relationships and developed cross-functional partnerships. - Achieved excellent score of 98% in leadership survey. Show less

- Managed 8 supervisors and 130 indirect reports, and oversaw daily operations of the call center with a focus on productivity, efficiency, and client experience. - Within the first 6 months, improved all KPI’s– some by up to 22% to exceed business targets. - Upskilled talent, created a performance incentive program, and led leadership training on performance management. - Worked closely with HR to support employee relations cases and mitigate risk, and developed a strong knowledge… Show more - Managed 8 supervisors and 130 indirect reports, and oversaw daily operations of the call center with a focus on productivity, efficiency, and client experience. - Within the first 6 months, improved all KPI’s– some by up to 22% to exceed business targets. - Upskilled talent, created a performance incentive program, and led leadership training on performance management. - Worked closely with HR to support employee relations cases and mitigate risk, and developed a strong knowledge base of Canadian workplace laws.- Spearheaded a quality improvement and calibration project resulting in a 15% increase in quality scores. - Fostered discovery and integration throughout company acquisition, and provided project management support. Contributed to business analysis, made data-driven recommendations to meet financial goals, and audited the monthly client invoice. - Earned the role of Interim Account Manager and promoted to Senior Manager. Show less

- Managed 25 intake representatives and provided dedicated support for operations change management and several white glove accounts.- Collaborated with the business development team and sales team to support the implementation and onboarding of a new multi-million dollar contract. - Guided process design and process improvement.- Spearheaded a business review of salaries, tenure, and employee quality which successfully resulted in a $5,000 salary increase for North American… Show more - Managed 25 intake representatives and provided dedicated support for operations change management and several white glove accounts.- Collaborated with the business development team and sales team to support the implementation and onboarding of a new multi-million dollar contract. - Guided process design and process improvement.- Spearheaded a business review of salaries, tenure, and employee quality which successfully resulted in a $5,000 salary increase for North American frontline intake agents. Revamped interview tools and candidate screening techniques to support recruitment goals while also increasing retention and quality.- Supported a large scale third party clinical audit for a high-touch customer, built a corrective action plan, and completed ongoing reviews for contractual compliance.- Created and implemented a training curriculum focused on mental health, short-term solution-focused counseling, empathy, and de-escalation.- Managed rollout and transition to AWS and a new CRM. - Achieved above average KPI’s for North America and highest score in employee engagement. Show less

- Completed assessments and referrals with clients calling in for crisis support and EAP services. - Exceeded all KPI’s/performance metrics. Assisted with training and development for new hires. - Served as manager on-call during nights and weekends. - Provided community resources and researched local crisis services/assistance programs.

- Audited facility and resident records for compliance with statewide DFPS Minimum Standards.- Oversaw coordination of intake, assessment, and placement for the emergency shelter.- Drove agency improvements in electronic recordkeeping and tracking program performance through new use of technology. Served as point-of-contact for tech development and training.- Maintained monthly performance outcome measurements and compliance report data.

- Directed a pilot program at Lanier High School in collaboration with the Texas Workforce Commission to provide job readiness training and life skills development for 12th graders.- Responsible for program/curriculum development and outcome measurements.- Conducted community outreach presentations.- Facilitated workshops for labor market training, employment laws, soft skills development, strengths assessment.- Served as interim Quality Specialist. Reconciled program-wide… Show more - Directed a pilot program at Lanier High School in collaboration with the Texas Workforce Commission to provide job readiness training and life skills development for 12th graders.- Responsible for program/curriculum development and outcome measurements.- Conducted community outreach presentations.- Facilitated workshops for labor market training, employment laws, soft skills development, strengths assessment.- Served as interim Quality Specialist. Reconciled program-wide expenses and completed financial records audit. Show less

- Tracked medical needs and appointments, compiled monthly progress reports, conducted intake/discharge, and participated in CPS/JPD court hearings.- Co-facilitated weekly Anger Management group therapy sessions.- Compiled reports and audits for DFPS licensing, inspections, and investigations.- Worked with the Clinical Director to develop requests for YFT Level of Care reviews and permanency plan recommendations.- Provided facility-wide staff training on Kaleidacare database and… Show more - Tracked medical needs and appointments, compiled monthly progress reports, conducted intake/discharge, and participated in CPS/JPD court hearings.- Co-facilitated weekly Anger Management group therapy sessions.- Compiled reports and audits for DFPS licensing, inspections, and investigations.- Worked with the Clinical Director to develop requests for YFT Level of Care reviews and permanency plan recommendations.- Provided facility-wide staff training on Kaleidacare database and served as System Administrator. Show less

- Provided case management, truancy prevention/intervention counseling, and conducted family STAR program intakes. - Attended juvenile criminal court hearings, truancy court, and assisted in facilitating in Teen Court.- Co-facilitated anger management classes and parenting classes.- Supported grant writing/proposals and grant compliance.

- Began as a bunk counselor and was promoted after my first summer to a Division Head supervising 15 counselors and 80 children, overseeing daily programming. - After two summers as a DH, I was promoted to Guidance Counselor where I served another two summers providing intervention and support for 45 staff and a population of 300 children.