Lead weekly Prioritization call with as many as 20+ line of business owners for Wells Fargo Home Lending Removals. Prioritize the removals technical team’s project volume, answer line of business questions regarding prioritization, manage any escalation or dispute resolution issues and help parse out department’s project load. Led, validated, and implemented major transition project for the removals technical team. Create data solutions per line of business request, being sensitive to compliance, regulatory and departmental/corporate risk controls. Provide historical data used for trending, to control risk, staffing needs, identify potential risks and monitor the success of removals efforts and line of business production.

Plan, direct, and coordinate the administrative functions of the organization. Oversee the payroll, timekeeping, recruiting, interviewing, hiring of new staff and release of any former staff; consult with Owner/Operator on strategic planning for marketing, HR policies, policy changes and policy implementation. Serve as a link between the organization's Owner/Operator and his employees. Review, negotiate and resolve any contractual items for organizational acquisitions and contract labor.

Great technical background and ability to implement customized client reports in PC SAS, Unix SAS, Tableau, and SharePoint. Managed over 190 reports total across all environments providing support in all aspects of reporting including report development, maintenance, and documentation. Managed 13 employees providing support and oversight with tasks, development plans, mentorship, team building activities, and recognition. Oversaw key initiatives to scale department licensing costs by approximately $100K annually by converting scripts from PC SAS to Unix SAS. SharePoint expert supporting twelve sites with advanced design skills such as but not limited to: SharePoint Designer, Visual Studio, custom design documents for multi-tenant environments, security configurations, multilevel cascading drop down features, JavaScript, Visual Basics for Applications (VBA), HTML coding, JQuery, web parts, custom workflows and notifications, calculated fields, and live directory connections. Innovative SAS and SQL skills includes; the art of manipulating complex data/scripts, performs ad-hoc SQL queries and analyses in Excel, extracts and summarizes data from a variety of internal and external data sources, ability to load data via different techniques, manage databases and set it up for scalable growth.

Managed two teams in CDR: Issue Intake/Triage- Developed Business Management Process to provide robust procedures to support project intake and triage, requirement development and management, report development, project recertification (Evergreen), and execution sustainability; and Performance Management- responsible for creating all tracking, trending and production reports for CDR (Claims, Disputes &Recovery), developed and maintained all SharePoint sites, databases and production tools for CDR

Coordinate and direct the daily operations of a team of 16-20 non-exempt employees. Provide daily coaching and feedback, recognize, reward accomplishments and contributions, introduce new processes, procedures, and track performance to achieve set goals. Process exception items, resolve complex issues, review and recommend system modifications, conduct quality reviews, and monitor daily business. Track and develop talent within the team to prepare and produce future leaders. Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions. Partner with leadership on special projects. Understand the vision and direction of Chase Card Services and then effectively communicate/model this vision in every interaction with all Chase Card Services customers and employees.Key Achievements:• Created an automated Variance sheet to track production hour utilization that was previously tracked manually for Asset Location/Review.• Designed Microsoft SharePoint site for Asset Location/Review and Internal Recovery Unit. • Create all Ad hoc reporting for production utility for Asset Location/Review.

Serves customers by planning, implementing and maintaining operational standards and staff objectives. Resolves escalated calls, improve quality results, meet financial objectives, and manage staff. Responsibilities include but are not limited to:1) Manage call center staff which may include scheduling, assigning, coaching, counseling and disciplinary actions. 2) Communicating job expectations; planning, monitoring, appraising staff of KPI metrics and job contributions; adhering to policies and procedures. 3) Implement and meet call center operations standards of quality, call resolution, call volume, customer satisfaction, security and other key performance indicators. 4) Prepare and present operational, strategic and financial reports as needed.. Key Achievements:• Created organizations agent/supervisor tracker

leadership positions in advance wound care, negative pressure wound therapy (NPWT) and therapeutic Support Systems.; Supports team in reviewing, researching, investigating, negotiating and resolving all types of global disputes, grievances and inquiries. Creates all SOP's, desk top procedures and order management checklist. Reviews, identifies and communicates with appropriate parties regarding appeals and grievance issues, implications and decisions. Provide all system reporting to assist management in the analysis and identification of trends for all supplier performance and employee metrics. Conduct all item attribute maintenance in Oracle. Develop, design and provide support for all KCI GSC SharePoint sites. Key Achievements:* Designed and created a database as the teams premiere method of tracking return materials requests both domestic and internationally.* Designed pamphlets, flyers and brochures used for TSS Sales Support and TSS conventions* Principle in Kaizen event with Six Sigma Blackbelt to perform root cause analysis of most common issues in department and identified needed process changes and efficiencies to better service our internal customers.* Created/creates all Ad hoc reporting for product utility, Supplier & team performance in Oracle, MS Access and Business Objects.

Selected by senior management to help lead establishment of a new call center in Manila. Responsible for training, creation of training materials, floor support and people development of new agents and supervisors. Key Achievements:• Trained all call center, billing research/resolution and quality agents as well as all first level management staff (250 employee call center)• Assisted in successfully transitioning all MCI’s small business customer service operations to the new Manila call center with an efficiency improvement of 25% within the first 60 days • Redesigned processes and work flow as needed in operations, improving results by over 300%.

Supervised a team of 15-20 billing research/dispute resolution representatives who were responsible for assisting customers, sales representatives and collections representative with billing disputes regarding business customer’s data, local and internet services.Key Achievements:• Helped redesigned processes and work flows improving efficiencies by 30%• Assisted in creating and administering quality and incentive plans for the research team.• Provided analysis and recommendations on how to improve performance and processes across MCI in Research and Customer Service departments.• Increased service levels 30+% (from 60% to 90+%) while integrating two remote centers, reducing headcount 30% and increasing customer satisfaction scores. • Chosen for special project to resolve issues in research department and exceeded all benchmarks.

Responsible for managing all sales, training, reporting and payroll for my site of 15 employees. Also responsible for planning and monitoring daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives.Key Achievements:• Created comprehensive financial reports and proposals for senior management review• Increased sales volume to consistent 45% annual increase in revenue• Created company policy and procedure manuals• Launched a new inventory filling system• Development the advertisement used in the yellow pages, the news paper and all flyers• Created a database to effectively track all customer payments, returns and refunds