* Responsible for partnering with Consumer Card contact Center leadership teams to develop, implement and maintain performance management practices for adherence to the Card Refund Strategy. * Primary areas of focus within my role include: mapping use case scenarios in the Contact Center segments, identifying any misalignment between card strategy and Line of Business (LOB) priorities and developing recommendations for effectively managing this diverse group (ie: strategy development, performance accountability and reporting).

• Responsible for transformation and integration projects for our Front Office Claims and Retail Fraud Servicing lines of businesses. • Engage with various partners and segments across the enterprise to deploy the various technology related projects• Responsible for integrating multiple projects that involve technology enhancements to the agent desktop, call routing and payment processing in order to deliver an effective and efficient experience with our clients and provide a cost savings to the bank

• Responsible for the Operational and Performance management for the 150-200 call center associates and 12-15 team managers within the site. I provided guidance, support, inspection, education and recommendations on the execution of performance, customer experience and risk related initiatives at the site, segment and enterprise level in accordance with the Site Segment Leader.• Assisted in the development of scripting, educational content and the execution of our Retention curriculum throughout 2014 for our Deerfield and Belfast team managers and associates.• Served as a Senior Advisor for an associate leadership program within the segment; in which, we created a tool that is currently being tested to assist associates with preferred scripting to yield higher sales success within the Customer Marketing environment.• Supported multiple initiatives focused on performance management and associate experience. Acted as a lead and/ or co-presenter when presenting results to senior leaders, support partners and associates.• Created detailed reporting to enhance site leader business knowledge, and empower them to effectively coach associates. Integrated data from multiple reporting sources into an executive format with the use of pivot table and lookup formulas.

• Manage the efforts of 15-20 service and sales associates in a call center environment to generate revenue through servicing our customers and relationship deepening through our products and services• Manage associates and work closely with various business partners and contacts to service our affluent client base• Served as a site champion for multiple metrics within the site: Customer Experience, Sales and Associate Engagement.• Developed multiple reporting tools to assist leadership to reach optimal performance in operational effectiveness and efficiency, sales performance and customer experience.

· Manage the efforts of 15-20 sales associates in a call center environment to generate revenue through relationship deepening our products and services with our customers. · Assisted in multiple initiatives to increase sales performance throughout the Deerfield site · Facilitate MPV/ Customer Marketing Incentive plan modules during New Hire Education · Served as the site Voice of the Customer (VOC) Champion to during 2010. Provided month-to-month progression updates and best practices to Customer Marketing associates during department meetings and floor wide communications. · Served as site Associate Champion during 2010. Created fun events to boost morale, inspire teamwork and enhance performance throughout the center. · Recognized in the South Region for Recognition Board creativity. Board incorporated a fun theme, tracked associate performance, and provided best practices on how the associate was able to meet or exceed their daily sales targets · Promoted associates to new roles with in Fraud, Credit and Executive Relations. In addition, successfully assisted associates in site wide programs such as Card Business Unit Rotation Program and Associate Development program

· Manage the efforts of 15-20 sales associates in a call center environment to mitigate fraud losses, fulfill USPA data retrieval and information verification requirements, and revenue generation through balance transfer and ACH solicitations for our pre-book business. · Developed reporting tools to assist our unit to become efficient and productive when working our queues. · Served as Associate Satisfaction manager Champion in 2008. Created a personalized email box for Deerfield fraud associates to provide their feedback for the team.Fraud Workforce Management

· Performed Real Time Management tasks through TotalView call center management system for Deerfield, Kennesaw, and Phoenix call center sites · Created and provided weekly call forecasting plans for Fraud Services in the Deerfield, Kennesaw and Phoenix sites · Assisted in the end-to-end process for multiple schedule optimizations and vacation bidding for the Fraud Services and Detection lines of business for the Deerfield, Kennesaw and Phoenix centers. · Tasked with projects to analyze data on call flow, schedule adherence and shrinkage for multiple Fraud lines of business in Deerfield, Kennesaw and Phoenix centers.Fraud Services ­ Fraud Analyst II

· Inbound/ Outbound call center associate that generated revenue through relationship deepening. Assisted with Customer Service & Solutions call volume in order to meet service levels

Outbound Sales associate responsible for offering and cross-selling new Affinity/ standard credit card products to new and existing clients.