- 11 direct reports within a specialty call center department that focuses on customer education and email best practices in relation to anti-spam legislation- Implementation and maintenance of both quality assurance guidelines and new hire/onboarding training initiatives- Leader in creation of new training documents that promote career progression and development for all departmental employees- Successful completion and delivery of quarterly MBO’s - Consistently produces top team rankings in department- Drives and embraces change within the department and organization- Transparent management style that contributes to a healthy work environment and culture- Strong focus on employee development in relation to departmental KPI’s and corporate values- Scheduling and assigning specific tasks that assist in the growth of both the employee and department- Fostering of a positive work environment through strong communication skills and motivational objectives- Ambassador of living by the corporate values and sustaining a positive culture that is infectious throughout the company.

- Direct point of contact for a specialty group of 27 individuals under the Compliance umbrella.- Work-force management through IEX systems to ensure adherence and conformance through monitoring daily schedule.- Coaching and development to enhance each representative’s ability to reach department goals and career aspirations.- Reporting analysis via internal infrastructure and Salesforce database.- Quarterly MBO’s successfully completed and exceeding expectations- Successful handling of escalated issues on a daily basis.

- Identify problematic accounts and create an appropriate action plan for the Account Review team to assist customer.- Traveled to our Loveland office on two occasions to train new hire classes and familiarize them with Compliance goals and responsibilities.- Interviewed potential Compliance new hires and provided feedback to management.- Work alongside the Account Review team to help educate our customer base in regards to Anti-Spam laws, company policies and procedures.- Main point of contact for escalated customer conversations within our Account Review team.- Assist internal support representatives with questions and troubleshooting via chat- Provide customer service and troubleshooting for customers who may have deliverability issues.- Partner with Mail Operations to help identify accounts who may pose a risk to our servers.- Created and maintained the team’s daily schedule while supervisor was on maternity leave.- Successfully exceeding or meet team goals when it comes to quality and quarterly productivity.- Handling of compromised customer accounts and providing proper support to rectify security issues.

- First point of contact for customer service representatives- Maintain accuracy and efficiency with daily loan applications.- Partner with Banking Manager to effectively underwrite new loan requests- Handle sales inquiries and provide exceptional knowledge of our products.- Scheduling and providing training calls for newly acquired clients- Monitoring and analyzing daily reports associated with various metrics- Developing existing clients on how to grow their business- First point of contact for escalated issues with our clients and customers- When Banking Manager is absent, executing daily funding reports- Subject Matter Expert(SME) for Operations during company meetings- Supervise and motivate customer service representatives to obtain company goals- Provide Operations training to new hires within the company

2004-2007 Capital One Point of SaleUser Management Supervisor- Tested and delivered feedback for the company’s new online service- Facilitated contractors on how to provide service and support for new site- Worked closely with IT department to create a “user friendly” product- Main point of contact for a team of 7 representatives who handled inbound inquiry calls- Provided support to our Sales department for escalated issues related to productCustomer Service/Credit Analyst- Point person for handling escalated issue with our Customer Service department- Handled fraud interviews and OFAC hits within our Credit Department- Underwriting and maintaining accuracy for new loan applications- SME for Operations during company meetings including the roll out of a new Quality Scorecard for the support department.- Working with our training department during new hire processInside Sales Consultant- Worked in our Acquisition group within Sales- Direct contact for prospective clients interested in our product- Provide knowledge and support for newly acquired clients- Train and develop registered clients within my territory