· Oversee all aspects of Member Services contact center· Ensure effective and efficient work processes· Achieve established service level goals· Establish and maintain department quality standards· Advance professional development of department team members· Oversee performance standards, coaching, and training· Oversee and manage telephony system· Evaluate and recommend potential system enhancements to improve member experience, increase efficiency & income… Show more · Oversee all aspects of Member Services contact center· Ensure effective and efficient work processes· Achieve established service level goals· Establish and maintain department quality standards· Advance professional development of department team members· Oversee performance standards, coaching, and training· Oversee and manage telephony system· Evaluate and recommend potential system enhancements to improve member experience, increase efficiency & income opportunities· Enhance interdepartmental communication Show less

· Created, implemented, and conducted brand training for new employee onboarding & annual employee training. Emphasized the importance of “living the brand” to reflect the company’s vision, voice, and core values. · Managed & moderated the company’s social media presence

· Strategized to improve member experience· Created & implemented performance standards, coaching, and training· Managed & moderated the company’s social media presence