Lead a team of Project Managers in the implementation and oversight of critical large scale Medical Pharmacy projects.

Licensed agent representing buyers and seller in the real estate transactions. Additionally, responsible for the recruiting, marketing, and business development for the company.

- Ensure site operational readiness regarding the implementation of select new clients.- Act as the central focal point for resolving operational issues during start up and manage the service levels through the first 6 months of operation to meet the expectations of the client.- Interface with Implementation and/or Migration personnel and account management to ensure that mail order programs set up for new and existing clients are functioning according to optimal service standards.- Primary contact for resolution of daily service issues presented by Account Management staff and/or select external client personnel.- Assess the quality, consistency, and satisfaction of services delivered by ESI facilities.- Act as a consultant in ongoing client relationships to ensure retention of the client and resolution of service issues.- Provide trend analysis and direct service recovery initiatives where warranted.- Work with account management and the client to develop strategies for client issues as a result of service failures in order to meet client expectations and return to satisfactory service levels. This includes assisting account management with the development of work plans when needed, coordinating the pharmacy and call center efforts to meet the work plan, and providing updates for the workplan to account management as well as the appropriate parties involved.- Coordinate client site tours with account management and site personnel and provide operational data and slides as needed for the presentation.

Project Management/liaison for account teams and clients with Customer Service and Pharmacy operations, in support of installations and other benefit or service changes.

Advanced rapidly to increased responsibility positions, culminating in management role with oversight of client training and management. Responsible for new hire and Coverage Review Department training the health care industry. Manage two large clients for the Dublin, Ohio call center with project management experience for Wal-Mart and Lockheed Martin Corporation. Customer Service Training Supervisor, 2009 to presentKey Results: Developed and facilitated for CSRs, Managers, and Directors in 2011. Primary trainer and liaison between Account Managers and CSRs for large clients including I developed a new process for Medco for pricing inaccuracies and efficiencies. Call center client trainer responsible for creating, researching, and developing training and communication materials for clients. Evaluated and coached new hires and consistently exceeded call center goals on each class for quality, call handle time, attendance, and survey results. Appointed as the site representative for Research and Development committee to review, improve, and approve company process on behalf of training, customer service, and Director of Pharmacy Practice. .

Key Results: Reviewed more than 250 processes and procedures and recommended more than 400 improvements to increase efficiencies. I coached CSRs as they transitioned through the new hire process. Coached Supervisors, Managers, and Directors on a new communication process introduced to the company.

Key Results: I resolved an average of 25 escalated situations per day while exceeding client and company expectations for retention. Created a unique escalation process and tracking to ensure highly escalated issues were resolved and monitored to prevent further escalation.

Event Coordinator/Front End Manager, 2000 to 2006Server and Food Prep, 1998 to 2000Wedding, graduation, Bar Mitzvah, and additional party planner of catering services. Trusted partner to the owner for business development and execution of client expectations. Assist with hiring and coordinating the serving staff of all events.Key Result: 100% customer satisfaction for more than 400 events.

Sales and service of credit and deposit accounts. Reconcile accounts and monitor and review credit to help clients obtain various credit products. Sales through face to face, telemarketing and consistent follow up with existing portfolio.Key Results: Consistently exceeding company goals $115,000 new monthly deposit accounts, Loan closing $100,000 monthly, and 20 new deposit accounts monthly. Educate customers who consistently overdrew checking accounts on how to balance accounts and understand banks processing to prevent additional fees. I saved one customer over $400/month by education.

Payment Liaison for key accounts including AAA, Nationwide Insurance, and Anthem Life Insurance. Processing an average of 2,000 payments each day.; Universal Banker Generating new business by maintaining a high Standard of Customer Service.Loan Officer generating $115,000 in new money monthly.Reconcile client's accounts to include strong attention to detail.Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.Deliver outstanding customer service by executing financial transactions in accordance with bank policies and procedures.Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.Proactively educate customers on utilizing available access channels (i.e. ATM, Online and Telephone Banking)/ and act as the subject matter expert for the branch. Support sales/service activities within the Branch by participating in seminars, micro-marketing events, promotional campaigns, product initiatives, etc. Assesses and handles customers' banking needs, obtains and processes customer/account information and sells bank deposit and loan products and services. Actively refers clients for brokerage products to Financial Specialist or the appropriate Financial Consultant.Responsible for consumer loan originating and closing, account opening, safe deposit transactions, and branch opening/closing procedures. Responsible for offering, selling and referring financial products and services (i.e. Credit Cards, CD's IRA's, Loans) to both consumer and small business customers.

Universal Banker Generating new business by maintaining a high Standard of Customer Service.Loan Officer generating $115,000 in new money monthly.Reconcile client's accounts to include strong attention to detail.Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.Deliver outstanding customer service by executing financial transactions in accordance with bank policies and procedures.Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.Proactively educate customers on utilizing available access channels (i.e. ATM, Online and Telephone Banking)/ and act as the subject matter expert for the branch. Support sales/service activities within the Branch by participating in seminars, micro-marketing events, promotional campaigns, product initiatives, etc. Assesses and handles customers' banking needs, obtains and processes customer/account information and sells bank deposit and loan products and services. Actively refers clients for brokerage products to Financial Specialist or the appropriate Financial Consultant.Responsible for consumer loan originating and closing, account opening, safe deposit transactions, and branch opening/closing procedures. Responsible for offering, selling and referring financial products and services (i.e. Credit Cards, CD's IRA's, Loans) to both consumer and small business customers.