Directly managed an inbound benefits call center team with an average size of 15 associates and three supervisors for a client with 50,000 participants and a $75M contract.• Interacted daily with client leadership around call center issues; escalation resolution, agent feedback, quality monitoring, and inbound call metrics.• Interacted daily with internal client aligned resources around training, issue/escalation resolution, and agent performance concerns.• Ensured team manager was providing proper daily management of team• Developed and formally presented monthly service delivery results to senior client leadership.• Selected as a TBO SME for skilling/workforce management to develop manager training for newly developed curriculum.• Responsible for the call center deliverables on a successful internal remediation plan to improve quality and service center metrics as well as mentor the managers at an alternate site where the business was being transitioned.

Directly managed an average sized unit of 15 associates including; compensation reviews, performance reviews, career development, company policy and procedure education, new hire training.• Received a people manager effectiveness rating of 5.31 on a scale of 6.0 where business average was 4.99.• Selected to manage a contingent pool of associates that were deployed as needed to client teams most in need of immediate staffing.• Managed operational statistics and improvements for group of over 40 associates.• Managed operations including annual budgeting, staffing, operational effectiveness improvements, and ensured service levels were met for a team of six clients.• Responsible for day to day service delivery and financial operations of benefits center teams including reporting performance to senior leadership.• Expert resource for client and plan management for defined contribution, defined benefit, and health and welfare plans.