• Train, manage, and lead a team of individual producers and analyze performance metrics to identify key areas of improvement to provide personalized coaching• Build and sustain strong partnerships with clients, managers, and agents• Recruit, interview, and hire candidates to consistently meet and exceed hiring goals• Assist in guiding and managing organizational transition from in-person client appointments to a virtual environment by educating representatives across the agency and creating videos to streamline training processes • Maximize use of reports and business analysis to support the achievement of sales goals

• Manage multiple clients simultaneously while providing specialized service tailored to each account and function as primary point of contact, liaison, and escalation for contingent workers, vendors, and hiring managers• Oversee onboarding, off-boarding, and payroll processes in order to ensure SLAs and timelines are met or exceeded• Analyze existing operations to develop SOPs and provide recommendations to improve workflow• Own collaborative and cross-functional channel & enterprise partnerships, end user customer interactions and maintains customer relationships through regular communication and on-site client visits• Handle inquiries through phone and email, prioritize incoming communications, and provide professional responses with complete, accurate and satisfactory information in a timely manner consistent with the service level agreements

• Conduct needs assessments to identify and evaluate training needs, develop training and instructional solutions, and assess training requirements for high impact technology training • Plan, design, develop, deliver and consult on the design of sustainable training and instructional programs, using instructor-led, train-the trainer, electronic/web-based, and/or multimedia training methods and formats• Manage stakeholders in a highly matrixed organization through cross-functional, cross-organizational communications to oversee effective change management• Collaborate with department managers, subject-matter experts, and cross-functional project teams to identify training needs and develop technical and instructional solutions • Coordinate, develop, and administer global training while facilitating the use of technical platforms as a means of delivering instructional content

• Provide superior client de-escalation and client service across channels demonstrating advocacy and ownership of each interaction to provide appropriate solutions and outcomes• Assign appropriate system permissions and access to individuals using Active Directory• Utilize a multitude of systems and applications to provide support to 6,000 on-site employees as well as providing detailed reporting through internal portals• Strategize with stakeholders for implementation of campus-wide project to upgrade workstations and develop process improvements to maximize efficiency and minimize downtime• Track, maintain, audit, repair and ship hardware for distribution to off-site sales representatives for faulty hardware resolution

• Streamline inventory operations by building and maintaining new databases to be utilized cross-functionally for auditing purposes• Spearhead project to reconcile discrepancies in primary server database to improve server locating processes and ensure accurate data reporting to stakeholders• Gather, compile and create ad hoc reports for managers and conduct analysis to aid in decision making and data integrity