2023-current: Billing Optimization - leveraging a single location-based Billing platform to continuously improve processes, data quality and efficiencies. 2019-2023: Largest US Cable Industry data conversion project - approx. 15M active Subscribers (Residential and Commercial) in 6 Regions, migrated from ICOMS to CSG Billing System. Cross-functional coordination with Billing Operations, Business Intelligence, Customer Operations, Field Operations, Finance, Product and Marketing, Retail Store Operations, Sales and Retention, and Supply Chain Management.

Owner of our small family-run farm in the PNW, with a passion for getting back to our roots, we follow organic and regenerative farming practices to provide accessible local produce, products, and education on self-sufficiency through gardening, food preservation, cooking from scratch, bee-keeping, raising livestock, homeschooling, home remedies and living a more natural and holistic lifestyle.

Contributes to the overall strategic direction of the Residential and Business Serviceability operations bridging CARE and Field Operations. Creates, implements and enhances consistent standardized operating practices that are aligned with the company’s initiatives and expectations. Provides oversight to the Serviceability Department, Care and KMA Field operations, including serviceability connect completion rate for both residential and commercial customers, process adherence, achievement of service level agreements and maintaining the integrity of the billing system.Actively and consistently supports all efforts to simplify and enhance the customer experience. Provides oversight and/or project management, support and communication of Serviceability initiatives for organization-wide implementation. Participates in developing and enforcing consistent standardized operating practices. Contributes to the identification of opportunities to inspire change and initiate ideas. Evaluates staffing needs, scheduling, overtime, leave requests based on call volume trending. Hires, trains, evaluates and provides guidance to Serviceability support staffReporting/Auditing - Volume Trending – Staffing, Individual Metric Compliance, Department SLA Adherence, Field Ops KMA SLA Adherence – Dashboard Reporting , Care – Call Volume & Un-Necessary Trending. Implements and tracks quality improvements across the organization as measured by the Serviceability metrics. Provides Monthly Status Update to Executive Leadership. Interfaces with Dispatch and Construction Management teams to improve fulfillment and service delivery. Identifies gaps through audit reporting and trains Dispatch and Field Operations across the organization to Serviceability process adherence.

Responsible for the administration and daily operations of a full service branch office managing employees, and including operations, lending, product sales and member service in accordance with the credit union’s objectives. Exceeded established branch goals through building, developing and managing new and expanded existing relationships, participation in community affairs, and developing business relationships to enhance the credit union’s visibility.

Developed member relationships by providing high-quality service to each member/non-member in an effort to identify their respective financial needs and assist them with the selection of appropriate products and services. Supported the achievement of the branch sales goals, by recommending appropriate products and services.Processed member transactions efficiently, accurately, and in a timely manner including deposit/withdrawal transactions, loan payments, new accounts and lending applications, email responses and all related documentation. Used credit scoring, sound lending practices and judgment to make lending recommendations or decisions for the betterment of the member and the institution. Ensured compliance with all applicable laws, regulatory requirements and procedures as they relate to assigned products and services or the lending process.