In my role as a Service Delivery Manager, I build and maintain strong relationships with major players like insurers, asset managers, corporations, and government entities. My day-to-day involves managing client interactions, reporting, and keeping everything running smoothly, which helps with client retention. I’m deeply involved in strategic planning, overseeing reporting, assessing client health, and making sure we’re delivering top-notch service.I work closely with clients at all levels, from daily users to decision-makers, keeping an eye on delivery metrics and mentoring both analysts and clients. My focus is on understanding client needs, driving effective service delivery, and finding ways to reduce support costs. I also collaborate with sales and support teams to showcase our services and spot new business opportunities. Staying on top of product updates and industry trends is key, as is gathering client feedback to drive improvements. My background in financial services, investment accounting, and structured products, along with my proactive approach and strong communication skills, help me succeed in a fast-paced, client-centered environment.

I led my team's unwavering commitment to quality, a focus that set us apart while my also pushing production. This dedication resulted in not only the department's shortest cycle time but also consistently high customer satisfaction ratings.As the final checkpoint before documents reached borrowers, I meticulously reviewed all documentation, ensuring completeness and accuracy across various crucial elements like insurance, equity injection, BLAST/Credit Fulfillment tasks, and more.Introducing a Documentation Support process was a game-changer. Piloted and proven successful, it significantly alleviated bottlenecks at the tail end of the loan process. By dividing responsibilities between Primary Closers and Documentation Support roles, we ensured that every item received the attention it deserved, promptly and accurately.Recognizing hiring challenges within the SBA department, I tapped into my network and built relationships to bring in around 12new hires. This strategic move, accounting for roughly a quarter of our team, quickly paid off as most of them became high performers within just three months of joining.

I took the lead in driving Quality Assurance initiatives for BBG and Middle Market Operations, establishing and upholding rigorous quality standards and processes to uphold customer satisfaction.Directing the strategic oversight of Quality Control protocols, I identified and addressed defects and irregularities, resulting in substantial enhancements in service quality and data integrity.By instilling a culture of continuous improvement and compliance, we achieved greater operational efficiency and bolstered adherence to evolving regulatory standards. This safeguarded the organization's reputation and reinforced customer trust.

I spearheaded a sales team dedicated to empowering businesses to achieve market growth and expand their pipelines. My focus was on nurturing team members' growth through tailored development initiatives and comprehensive training programs, all while fostering a culture of continuous learning and progress.In addition to leading the sales team, I played a pivotal role in onboarding new clients, overseeing contract creation and execution, defining project scope, executing plans, and providing regular reports to executive teams.Furthermore, I provided invaluable consultation to customers on CRM configuration and optimization, as well as devising effective outbound marketing programs and strategies to maximize their business potential.

In my role, I hit the ground running, achieving the highest life sales in the district within my first year and earning the prestigious Blue Vase trophy in recognition of this accomplishment.My primary focus was on Commercial Insurance, where I forged numerous partnerships with brokers in the Boise, Idaho area. Leveraging primarily referrals, I successfully built a robust book of business comprising over 1,400 total policies.To streamline operations and enhance efficiency, I spearheaded the implementation of a dedicated team of sales specialists. Their role was pivotal in building the pipeline and screening initial opportunities, allowing me to focus on serving multi-policy households and businesses effectively.

Collaborated closely with government stakeholders to refine training materials for the Affordable Care Act, facilitating seamless integration into one of the largest onboarding programs in the Treasure Valley at the time. Spearheaded the successful onboarding of over 2000 new hires within a two-week period, assuming responsibility for meticulous logistics and scheduling, ensuring optimal classroom allocation, and delivering a comprehensive curriculum tailored to the needs of newly recruited Customer Service Representatives. This entailed meticulous planning to guarantee clear comprehension and effective communication of crucial information to consumers. Post-ramp-up, played a pivotal role within the training department, overseeing ongoing education initiatives and remaining abreast of evolving ACA policies, procedures, and regulatory updates. Noteworthy moments included participation in calls where the presence of the President of the United States was announced, offering unique challenges and opportunities to communicate effectively in high-stakes environments.