Ensuring the development of employees, vendors, and client representatives on systems, procedures and insurance / industry knowledge. Manage the overall training and quality control processes, and client training programs. Oversee a team of auditors and trainers responsible for delivering audit results, education and feedback to operations business units.

Managed Inbound and Outbound Call Center servicing multiple clientele. In charge of ensuring key performance initiatives were met or exceeded while maintaining all service level agreements. Oversaw quality control process, including client calibration and process improvement.

Served as Communications Director on Tri-Site Asset Growth and Retention Project Team, oversaw communications team that handled media, executive strategy and marketing initiatives for New York, Denver and Charlotte.Managed Level 1 Consultants, directing them in the areas of customer service; asset growth and retention skill development; and quality performance evaluation.Counseled retirement participants on portfolio management; provide investment guidance; facilitated asset retention and growth reviews.Series 63, Series 6 Certification

Multiple positions held with Alliance Data, formerly Limited Credit Services - including collections training manager, and management roles in Customer Service, New Accounts and Authorization areas. Primary focus call center and operations management.