Leading a team of 10+ consumer support team members to assist with at home Medicaid/Medicare appointments ILeading a team of 10+ consumer support team members to assist with at home Medicaid/Medicare appointments Increased outbound contacts by 87% from June to July 2022Increased daily scheduled appointments by 46% from June to Aug 2022 Overall patient conversion rates increased monthly beginning in July 2022 Decreased new hire attrition by 62% between June and… Show more Leading a team of 10+ consumer support team members to assist with at home Medicaid/Medicare appointments ILeading a team of 10+ consumer support team members to assist with at home Medicaid/Medicare appointments Increased outbound contacts by 87% from June to July 2022Increased daily scheduled appointments by 46% from June to Aug 2022 Overall patient conversion rates increased monthly beginning in July 2022 Decreased new hire attrition by 62% between June and SeptReduced absenteeism rates from 15% to 3.8% weekly Implemented online employee filesIntroduced a weekly agent performance scorecard in Aug 2022Developed a weekly QA and coaching program in Aug 2022 resulting in overall QA score improvement from 62% in late Aug to 85% in early October 2022Reduction in No Call No Show appointment cancellations by 76% from May to Oct 2022 Show less

LA $400M developer of Digital health and Wellbeing products as a UHG/Optum business partner Director of Consumer support, Incentives and program supportManaged a team of 13 leaders and 132 onsite and remote employees for Rally/Rally Coach programs • Oversaw the development and deployment of the new ally Coach platform in 2019/2020 along with the deprecation of the prior platform• Transitioned the team from office-based work to fully Work From home in 2020 with no impact to… Show more LA $400M developer of Digital health and Wellbeing products as a UHG/Optum business partner Director of Consumer support, Incentives and program supportManaged a team of 13 leaders and 132 onsite and remote employees for Rally/Rally Coach programs • Oversaw the development and deployment of the new ally Coach platform in 2019/2020 along with the deprecation of the prior platform• Transitioned the team from office-based work to fully Work From home in 2020 with no impact to the business, service levels, NPS or employee satisfaction• Reduced recruiting and production attrition by 5% in 2019 & 19% in 2020• Increased employee satisfaction scores by 20+ points from 62 to 82 within the first 1.5 years with the department, this has been maintained YoY using specific feedback models developed by my team• Spearheaded a 4-month program to reduce AHT and increase productivity, the project resulted a reduced staffing need of 10+ team members and 1 leader saving the company 100k+ over the follow 12-month period• Increased Supervisor accountability by creating a weekly business stand up, developing quarterly leadership workshops and increasing understanding of reporting data and how it can be used to increase performance with proper coaching• Partnered with the Director of training to reduce time to full proficiency for new hires by 30 days • Shifted from a products specific support model to a universal support model to better utilize staffing while increasing overall productivity• Oversaw the creation of a dedicated chat team for each product that we support which became the primary contact arm for Rally support volume in 2020/2021• Increased NPS for Rally from 68 to 75 across all products in 2018/2019 and maintained those scores through 2020/2021 Show less

• Designed all employee scorecards which helped to highlight performance KPI that the business was not previously focused on • Designed a coaching framework and weekly QA process which increased productivity by 35% • Developed a monthly bonus program to reward those with the best performance and attendance• Increased Team Leader accountability by distributing daily staffing reports, analytics around employee performance, and introduced a weekly TL stand up meeting to increase… Show more • Designed all employee scorecards which helped to highlight performance KPI that the business was not previously focused on • Designed a coaching framework and weekly QA process which increased productivity by 35% • Developed a monthly bonus program to reward those with the best performance and attendance• Increased Team Leader accountability by distributing daily staffing reports, analytics around employee performance, and introduced a weekly TL stand up meeting to increase business understanding and ownership among our leaders• Partnered with our training team to create soft skills training, improve refresher training, and reduce the time from NH training to full proficiency by 30 days• Created and introduced an employee bonus program, centered around KPIs performance, this initiative increased employee satisfaction related to rate of pay and job satisfaction by 14% Show less

A $1B developer and marketer of proprietary enterprise software and other products for the hospitality industry.Support Manager, Hospitality, Food & Beverage | Hotel and ResortsManaged a team of 3 supervisors and 45 onsite and remote employees for the SaaS, POS and PMS systems.• Analyzed weekly performance scorecards to identify customer issues. Reduced attrition of hotel and resort customers by 20% by creating a ‘site champion’ program, a case management portfolio to increase… Show more A $1B developer and marketer of proprietary enterprise software and other products for the hospitality industry.Support Manager, Hospitality, Food & Beverage | Hotel and ResortsManaged a team of 3 supervisors and 45 onsite and remote employees for the SaaS, POS and PMS systems.• Analyzed weekly performance scorecards to identify customer issues. Reduced attrition of hotel and resort customers by 20% by creating a ‘site champion’ program, a case management portfolio to increase communication and follow through. Conducted weekly business reviews with customers to proactively manage Service Level Agreements and installation/upgrade scheduling. • Improved closure of tickets (from problem identification to problem resolution) response time from a 10 day to a 4 day turn around. Initiated weekly reviews of outstanding tickets, assuming personal ownership to resolve issues. Reduced a backlog of cases by 25% within two months. • Developed leading Key Performance Indicator (KPI) for the support team, developing individual expectations and accountability based on industry best practices. Improved overall productivity and quality as well as strengthened the annual performance review process. • Increased Supervisor accountability by distributing daily staffing reports, analytics around customer attrition and sales objectives to raise awareness and connect their team performance to company performance. • Created and facilitated training on customer care, customer solutions, communication skills, positive positioning, Salesforce.com and the use of analytics and dashboard management for technology support staff. Improved customer satisfaction and customer relations.• Created and introduced an employee engagement initiative, centered around KPIs performance, that drove employee satisfaction and performance. Show less

• Operations Manager, Google Wallet Campaign | 2014 to 2016Supervised a team of 7 area managers and 125 associates in the start-up of 200+ member campaign. • Launched a new campaign resulting in a $2.4M revenue stream. Led project planning, staffing models, logistics, training, development of a knowledge base, fraud protection, operational objectives, KPI standards and hiring. • Delivered monthly initiatives to enhance value for Google. Presented ideas at monthly business… Show more • Operations Manager, Google Wallet Campaign | 2014 to 2016Supervised a team of 7 area managers and 125 associates in the start-up of 200+ member campaign. • Launched a new campaign resulting in a $2.4M revenue stream. Led project planning, staffing models, logistics, training, development of a knowledge base, fraud protection, operational objectives, KPI standards and hiring. • Delivered monthly initiatives to enhance value for Google. Presented ideas at monthly business reviews, including an automated ‘verbal feedback’ process. • Saved $44k annually by reducing auxiliary overage and attendance issues. Utilized Six Sigma analysis to identify issues. Facilitated sessions with employees to brainstorm initiatives to reduce time off the phones. • Reduced employee turnover by 34% through unique engagement initiatives. Introduced a flexible work day which accommodated employees’ schedules while maintaining productivity standards. Senior Team Lead, NetFlix | 2012 to 2014Provided hands-on support of customer service employees and supervisors for call center operations, managing over 800 calls/day. Interviewed, hired, trained new employees, and coached for performance.• Started-up new department, including staff, development of workflows, logistics, and created knowledge base. • Consistently met or exceeded KPIs, including service levels, handle time and productivity. Kept customer dissatisfaction at a very low rate (4%). • Initiated improvements to increase call center productivity by reviewing call volume and average call data continuously to maintain or exceed KPIs. Analyzed real-time survey results, engaging low performing team members for a quick coaching session to get them re-engaged to complete the day successfully. • Defused volatile customer situations calmly and courteously • Reduced attrition of new employees by 35% through selective hiring, 1:1 mentoring and coaching non-performers out of the organization. Show less

•Team Leader, MedCo Pharmaceutical AccountOversight of 20 call center team members, providing training, coaching, development and feedback. Performed data analysis of call trends, customer feedback, and call calibrations. • Met all customer call guidelines including service levels, handling time and productivity for up to 1,200 customer inquiries per day.• Consistently met or exceeded quality service goals. Recognized as the highest performing team leader, positively… Show more •Team Leader, MedCo Pharmaceutical AccountOversight of 20 call center team members, providing training, coaching, development and feedback. Performed data analysis of call trends, customer feedback, and call calibrations. • Met all customer call guidelines including service levels, handling time and productivity for up to 1,200 customer inquiries per day.• Consistently met or exceeded quality service goals. Recognized as the highest performing team leader, positively motivating team performance through weekly coaching sessions, fun reward programs and the use of productivity data to drive service delivery. • Partnered with training to provide support during new employee probationary period, reducing attrition by 25% through restructuring to provide more ‘on-floor’ support and introducing real time chat features for employees to received immediate assistance on the phone, as needed. Show less