- Lead the Customer Care Project Management Team, driving strategic initiatives to enhance operational efficiency, boost revenue, and elevate customer experience within the contact center.- Oversee the development and implementation of innovative solutions to maximize customer support effectiveness, enhance sales tools, and gain deeper insights to improve the overall customer experience.

- Managed strategic projects to enhance customer service and operational effectiveness, including the creation of a virtual field technician team that significantly reduced service visits and achieved substantial cost savings.- Transitioned the Chat team to a new platform with advanced capabilities, resulting in significant cost reductions.- Deployed a new tool that increased call effectiveness and generated considerable additional revenue.- Developed a new approach for expired… Show more - Managed strategic projects to enhance customer service and operational effectiveness, including the creation of a virtual field technician team that significantly reduced service visits and achieved substantial cost savings.- Transitioned the Chat team to a new platform with advanced capabilities, resulting in significant cost reductions.- Deployed a new tool that increased call effectiveness and generated considerable additional revenue.- Developed a new approach for expired customer devices, leading to a significant positive impact on overall operations.- Created and implemented paperless invoicing process saving $1.5M annually. Show less

- Supervised a team of 30 across 9 programs, significantly enhancing patient service delivery and operational efficiency in a large-scale healthcare facility. - Led 10 improvement projects saving over 15,000 hours annually and boosting customer satisfaction by 43%- Drove the digital overhaul of patient service processes, including the development of a digital facility directory and the digitization of medical records, improving patient flow and satisfaction.- Deployed… Show more - Supervised a team of 30 across 9 programs, significantly enhancing patient service delivery and operational efficiency in a large-scale healthcare facility. - Led 10 improvement projects saving over 15,000 hours annually and boosting customer satisfaction by 43%- Drove the digital overhaul of patient service processes, including the development of a digital facility directory and the digitization of medical records, improving patient flow and satisfaction.- Deployed internationally and executed logistical planning of 4 healthcare events in 3 countries assisting 1,200 local patients Show less

- Collaborated with loan officers nationwide to optimize loan pricing and approval processes, maintaining competitive profit margins.- Developed and implemented a new evaluation process for loan rate lock requests, enhancing processing efficiency by 20%.

- Advised clients on personalized financial strategies to meet their long-term goals, focusing on comprehensive financial planning.- Built and maintained strong client relationships, regularly optimizing financial strategies to enhance client financial health.