End to End delivery of Interaction Analytics for multiple Fortune 500 companies and two Fortune 50's. Transcending language and geo locations to provide cost savings solutions, customer/employee experience enhancements and full quality assessment from all data channels for consistent brand identity and local/state/federal/industry compliance.

As the Sr Manager of Global Client Insights and Analytics the main objective is to drive Cost Reduction, Process Improvement, and Behavioral Change within the Operations of our Clients. This is also met with a huge focus on coordinating between internal departments, Client Departments, Client Vendors and multiple tiers of leadership through all parties.The conduit for these services is focused heavily on Speech/Text/Interaction Analytics where we leverage the most valuable asset of data...the customers actual words, and we turn them into actionable insights which lead to solutions, recommendations and implementations which yield the goals above.this role currently has a global presence with direct reports located in India, Philippines and the US. The greatest aspect of this role is the ability to effect growth of my employees at all levels even with being thousands of miles a part.

The Manager of Quality Analytics is responsible for identifying root cause in targeted call listening studies, publishing topical calls to various call libraries, leading speech analytics, tuning call listening sessions and performing research across tens of thousands of calls. This position will lead the team across multiple call centers that support multiple lines of business to evaluate agent performance against clearly defined business objectives and processes that impact the company, agent and customer experience. Responsible for Program and Quality Team Performance deliverables including the Quality Organization Performance Development, Program Governance, Quality Program Certification and Communication with Key Stakeholders.

Manager of the Operations Support team to ensure accurate customer data entry, timely deliverables of products and services, identify and implement processes company wide and deliver a premium customer experience from POS to product installation and trouble management.Internal focus on financial analysis, product development and potential merger and acquisition activity, providing interdepartmental support of the development and integration of new and existing system platforms that are being deployed to provide application-based solutions covering our external customer segments and internal operations, accounting, engineering and sales/marketing teams.• Lead project manager for the Federal USAC E-rate funding service offerings to local Schools and Libraries and ensuring SLA’s are met and customer satisfaction is optimal• Lead project manager for internal systems integration - 2016 Tableau platform, 2017 PMO, 2017 GIS • Lead all development for Madison’s internal reporting dashboards which guides and maintain the business decisions, vision and direction of the business• Manage and development of 7 employees including a department Lead for customer service - operations• Lead a team to streamline customer accounts, saving the company over $250K annually This role works directly with c-level executives and the leadership team to deliver solutions in a fast paced environment. Continuing Duties- Work with internal departments to define business requirements, determine scope and identify alternatives to interdepartmental billing and operational support solutions through system enhancements, report generation and change requests- Use of strong data analytic skills to develop and implement internal Dashboard reporting for the Senior Leadership Team and Department Managers

Internal focus on financial analysis, product development and potential merger and acquisition activity, providing interdepartmental support of the development and integration of new and existing system platforms that are being deployed to provide application-based solutions covering our external customer segments and internal operations, accounting, engineering and sales/marketing teams.This role works directly with internal department heads to deliver reporting solutions in a fast paced environment. Duties- Work with internal departments to define business requirements, determine scope and identify alternatives to interdepartmental billing and operational support solutions through system enhancements, report generation and change requests- Use of strong data analytic skills to develop and implement internal Dashboard reporting for the Senior Leadership Team and Department Managers- Assist in the development of financial models to analyze capital investments, revenue assurance and expense efficiency that facilitate resolution to product development, increased margins and regulatory compliance and support issues- Translate business requirements into financial models that include analysis and application of best practices to create usable, configurable and timely performance report environment for regulatory compliance, product management, technical deployments and performance monitoring- Assist in the analysis of merger and acquisition opportunities and market feasibility studies- Assist with routine finance, accounting and regulatory compliance functions as needed

Financial and Operations Manager Duties• Direct all production and operations for a medium size manufacturing business • Multi-divisional responsibilities in Confidential Shredding, Corporate Recycling and Retail Metals Purchasing segments. • Month end closings, bank reconciliations, payroll processing, accounts payable processing, financial reporting and analysis, creating operational budgets, setting customers monthly prices, ad-hoc reporting, processing payroll taxes and forms, and any other project assigned by the President. • Execute monthly financial and operational reports: production cost reports, financial statements and bank reconciliation, quarterly and yearly financial reports.• Lead strategic planning process by presenting forecast models, pricing index structures and payroll inflation rates. Key indicators that help direct the business plan for the following quarter and year• Review and prepare budgets in areas of production, operations, and expense data. Complete ad-hoc analysis • Manage three divisional leads and office manager overseeing all aspects of the business to ensure maximum efficiency and communication • Within each division projects, employee's, and production flows are monitored, real-time metrics are measured, analyzed and improvements are implemented. • Effectively set department goals/objectives, monitor and coach employees to ensure achievement of their objectives• Develop relationships with suppliers and purchasing agents which allows us to obtain preferred pricing for commodity based products and modernize effective delivery policies and practices• Yearly business overview to give insight on our direction and to see where our next year’s corrections need to be made in order to stay in line with our companies growth plan • Increase management's effectiveness by communicating our values, strategies, and objectives to ensure accountability and positive results

Interned in the Corporate Cash Allocations Group of Ralcorp Holdings. During my internship i worked alongside Credit Analysts, the VP of Finance and the Director of Cash Allocation.•Assigned a list of transactions across their 6 divisions, and was in charge of reconciling my list of data for their fiscal year closing.•Worked in the corporate credit department and assumed the duties for several employees while they were on vacation. Calling on past due accounts, annotating the conversations and resolving payment disputes among their customers.•Gained experience in JDE and Receivables Edge software