Report to Senior Vice President of Services and Operations and lead special projects for a 1,200-employee division. 𝗦𝗰𝗼𝗽𝗲:• Conduct participant forecasting, resource planning, budgeting, executive and team business reviews, service team integrations following mergers, and audit lead for the WEX Benefit Services teams. • Active in key projects for the team including, but not limited to, digital transformation initiatives, business resilience, and technology migrations. 𝗥𝗲𝘀𝘂𝗹𝘁𝘀:• Lead interactive voice response (IVR) system projects to appropriately route 20,000 calls a month. • Successfully transitioned from Mitel to Cisco phone system for more than 350 employees based in call centers. • Manage the production of executive-level content to prepare the SVP of Services and Operations for the monthly business review with the executive leadership team.• Lead implementation of translation services saving $40,000 a month in costs.

Reported to Vice President of Health Account Services. Served as a key leader of the business process outsourcing team and managed 8-10 direct reports.𝗦𝗰𝗼𝗽𝗲:• Led 8 unique teams, which consisted of on-site and remote full-time employees and contractors, including call center staff, quality analysts and trainers, workforce managers, partner-dedicated teams, technical and telecom specialists, and operations teams.• Participated in various audits (PCI, HIPAA, SOC), business continuity and disaster recovery, the disaster response team, presales opportunities with RFP/RFI’s and finalist presentations, contract reviews, and escalation management.• Played a key role in launching a COBRA team, as well as 2 partner-dedicated teams.𝗥𝗲𝘀𝘂𝗹𝘁𝘀:• Helped grow the team from 28 team members to more than 420 that consistently exceeded contractual service level agreements/KPIs for 30 unique BPO partners and over 3 million accounts. • Call center consistently achieved a less than 15-second average speed of answer and less than 0.5% abandoned rate. • Claims team achieved a less than 1 business day turn around with a great than 99% accuracy rate.• Transitioned more than 300 employees to a remote work model in 3 days. • Consistently passed various internal and partner audits. • Led project to bring on contract staffing to supplement staffing.

• Oversaw technical support teams that supported Dynamics Partners performing installations, upgrades, migrations, customizations and integrations of Dynamics GP software.• Managed projects to ensure team readiness for new technologies and features. • Managed relationships with outsourced development teams on product bugs, features, and fixes.• Collaborated with Asia Pacific support teams as an escalation resource.• Responsible for scheduling local support teams as well as global 24x7 critical support resources.• Handled partner and customer escalations regarding their support experiences.• Coached team members by providing case reviews and 1:1 feedback.• Handled annual performance reviews, coaching situations, and hiring of team members.• Managed FTE teams located in Fargo, ND, Findlay, OH, and worked with local front line vendor team to ensure cases were handled to Microsoft standards.• Technical resource leading 3 different partner training courses and presented at industry conferences.