▪ 100+ employees▪ Directly oversee, train and manage every department▪ Maintain highest quality of customer service▪ Set Budget Projections▪ Meet Budget Goals▪ Scheduling▪ Personnel – Hiring and training▪ Payroll▪ Merchandising▪ Maintain highest quality store conditions▪ Overall Store Gross Profit

Responsible for center store operations which includes all areas excluding fresh departments in a retail grocery store setting.

▪ Directed the daily operations of a processing team of 37 employees and 30 temporary workers assisting during peak season to ensure the timely and accurate processing of various State of Iowa tax forms including all state income forms▪ Monitored and managed all activities associated with processing of incoming mail, imaging of state tax forms, and data entry of received tax forms▪ Managed team responsible for assigning and maintaining records of tax identification numbers for businesses conducting sales within the state of Iowa▪ Established service levels and production expectations for all team member and set goals for the overall processing team▪ Managed service standards for the teams, adjusting workflows and/or resources to meet established performance standards▪ Completed employee performance reviews timely providing coaching and recognition as needed▪ Completed HR responsibilities for the team including hiring and promotions▪ Built and maintained strong working relationships with team members through scheduled 1:1meetings▪ Built and maintained positive working relationships with other leaders within the department▪ Served as a resource for staff and assisted in their development through mentoring and training▪ Participated in and/or managed special projects by developing and implementing solutions whichimpact the team and the department▪ Assisted in implementation of new processes and technologies▪ Maintained record retention database and completed record destruction for the Department ofRevenue according to laws and statutes

▪ Directed the day-to-day operations of an Inforce Operations Team and Inforce Claim Team to ensure the timely and accurate processing and servicing of Athene USA products▪ Analyzed, enhanced and managed the workflow of the team to improve operating efficiencies and meet the changing needs of the company▪ Managed service standards for the teams, adjusting workflows and/or resources to meet established performance standards▪ Built and maintained strong working relationships with team members and leaders within the department as well as other departments within Athene▪ Assisted in the handling of exceptions, complicated technical or complaint cases, while weighing company philosophy, compliance, business risks, tax and legal ramifications and administrative cost▪ Participated in and/or managed special projects by developing and implementing solutions which impact the business unit or the Individual Administration Department▪ Participated in the establishment of the department’s goals, objectives, strategic direction and training programs▪ Reviewed claims – approves payment or indicates if further investigation required▪ Assisted in implementation of new products and/or technologies▪ Served as a technical resource for peers and staff and to assist in their development throughmentoring and training▪ Developed and led a team of professionals by: 1) establishing performance expectations, 2)mentoring and coaching behaviors, 3) driving results, 4) developing a strategic direction, and 5) communicating effectively

▪ Fiscally responsible for several process teams▪ Managed, trained and oversaw production operations for 30+ direct reports▪ Coached and developed staff – staff selection, salary administration, appraisals, budget, coaching,training, scheduling▪ Licensed brokers and their paid commissions▪ Developed an operating plan for the team, which supported the department vision, setsmeasurable goals and determined necessary resources and budget, then maintained that budget▪ Special projects as required▪ Received Special Commendations/Awards for the following:- Outstanding Customer Service- Improvement in Service Level Timings- Improvement of Processing Efficiencies

Responsible for overall store operations.