• Oversaw, motivated, and directed 18 employees over 2 teams providing customer service support on the FRTIB Operations Center contract for approximately 2 years.• Spearheaded the implementation, production, and distribution of reports from Program Vision application on FRTIB Operations Center contract.• Provided training assistance to agencies and FRTIB personnel. • Communicated with, coached, and coordinated with FRTIB contract employees.• Provided internal and cross-departmental mentoring to employees, supervisors, and managers.• Organized and led internal and external presentations to employees and contract stakeholders.• Participated in and supervised internal and external audits.• Developed, implemented, and managed department work-from-home practices in response to COVID-19 impacts.• Analyzed and monitored department processes and procedures for continuous improvement with a focus on increasing efficiencies in metrics.• Coordinated with outside contractors to ensure project development and implementation success on multiple operational projects.• Maintained staffing levels while increasing employee engagement throughout contract loss and transition.• Consistently met deadlines and Service Level Agreements (SLA) with team, achieving several commendations for myself and members of my team. • Implemented policies and procedures for daily employee responsibilities and overall contract success.• Listened to client’s needs and collaborated with team to ensure goals were aligned for successful contract execution.

• Oversaw 10 employees providing customer service support on the FRTIB Operations Center contract for approximately 6 months.• Conducted individual monthly quality and work volume performance reviews with 10 employees.• Responsible for all escalations from agencies and client before reaching management level intervention.

• Led daily operations of 17 technicians• Produced, monitored, and analyzed team reports regarding productivity, safety, and work quality. • Responsible for internal and external customer contact • Monitored and created controls for scheduling hours and leave of team members.• Assisted in implementation and support of several computer system upgrades and integrations.• Oversaw successful implementation of numerous special projects including safety, ergonomics, absence, and process implementation• Designed and implemented processes to improve workflows within FIOS dispatching and scheduling teams• Analyzed and coordinated technician workforce to workload balance for daily operations for over half of the state of Virginia.