Led and developed teams of up to 300 associates directly responsible for the below in a Healthcare environment across multiple engagements simultaneously:• Overhauled practices and policies to align with best industry best practices and departmental goals• Lead team through interdepartmental changes to decrease disruption to day-to-day activities• Improved front-line employee and supervisor engagement• Implemented multiple lines of business with varied stakeholders and exceeded expectations• Collaborated with various other departments to meet and exceed client expectations• Maximized retention and reduced attrition by forecasting hiring needs

• Handled a team of 150+ associates including seven Team Leaders across multiple departments• Expanded on departmental goals in accordance with site and contract initiatives• Executed weekly, monthly and quarterly KPI, achievements, and challenges report• Maximized Excel and Lean/Six Sigma to standardize and automate reporting• Forecasted capacity and shrinkage to ensure SLA’s were met, including recruitment

• Managed multiple special projects due to high team achievement and analytical mindset• Promoted into Quality Team in due to consistent improved team achievement• Launched new account from 40+ associates to 800+ associates

Lead a team of 15-20 CSR's to resolve customer concerns via chat or voice. Complete regular behavior based coaching to improve KPI performance.Create monthly and weekly coaching plans.Complete Quality Monitors on a weekly and monthly schedule.Provide feedback to improve KPI's, or drive professional development within the companyHold team members accountable for performance and compliance.Leave of Absence Coordinator for 200+ employeesCoaching Champion included time taken to assist other leaders with their coaching skills. Tools Used include: Avaya CMS, NICE, Workday, Real Time Attendance (RTA), Proprietary administrative tools

Assist Team Lead with weekly coachingsAssist CSR's with escalationsProvide floor support to improve overall knowledge of tools and policies Tools Used include: Avaya CMS, NICE, Real Time Attendance (RTA), Proprietary CRM

This position was centered around answering inbound calls and chats for customers seeking to cancel their services. Tools used include: Proprietary Acknowledgement tool and CRM, Avaya Hard Phone, Citrix Environments, Kronos