Created staffing models using Erlang method, to forecast headcount needs to grow department by 50% while meeting monthly P&L targetsManaged profits and losses monthly by analyzing direct/indirect costs, implementing efficiencies and taking risks on ROI initiativesMet and exceeded all client SLAs over 6 months by overseeing core operations of business process services (Enrollment, Claims, Billing, Member Services) located both onshore and offshore for a start-up contractImplemented database solution for tracking and reporting data that increased customer membership growth by 20%.

Managed the project of developing and growing the regional customer service center from the ground up which involved the hiring of 100’s of employees, the establishing of workstations (including telecom and computer systems) along with developing processes and procedures that resulted in a premier site that exceeded corporate goals for over 2 years. Developed a database solution that allowed frontline staff the ability to quickly track customer data which saved 75 hours of productivity time each month. Drove down the department’s average handle time (AHT) and after call work (ACW) by 250 seconds (monthly) while maintaining high quality service standards. Made it simple and easy for supervisors to track and monitor employee performance, set targets for improvement, and set staff up for success within the organization.

Leading department of over 68 customer care representatives, team leads, supervisors, and administrative staff. Led customer care teams to become #1 top performer in efficiency and quality, overall across job sites. Developed and implemented executive performance data dashboards using Microsoft Excel that are used to automatically track individual team member performance and trending by supervisor. Proactively coordinated focus groups with customer-facing staff. Obtained data was utilized to successfully roll out a new software rollout.Created and implemented multi-user Access database for customer-facing staff to document and track customer interactions to best determine process improvement changes.

Created databases that sped up the process of tracking and managing performance data which resulted in a potential business savings of $300,000 annually.Created and implemented a performance management database using Microsoft Access, Microsoft Excel, and VBA that reduced redundancies, and saved 24 hours of work per month spent on manually producing reports. Created mid-year evaluation forms for all customer-facing staff using Microsoft Excel and Microsoft Access to conduct mid-year performance reviews.Created an automated solution using Microsoft Excel and VBA that saved job resources by automatically sending out 300-400 emails out to customers bi-monthly with spreadsheets designed to collect essential data. Developed a cost per call database tool that is utilized to gauge performance effectiveness and assign resource allocations.Developed a tool that automatically emails out performance reports to customer-facing staff which highlights performance trends and opportunities.

Engaged with international clients to resolve their issues using clearinghouse software and reporting. Created a report using Microsoft Excel and VBA that automatically pulls accounting data and generates PDF invoices that are then sent to international clients.

Using Microsoft Excel and VBA, created monthly employee scorecards for the department which tracked performance and awarded monetary bonuses. Improved a key job process by creating a pivot report that automatically sorted and delegated processing reports by using Microsoft Excel.Created team performance reports that tracked performance and displayed data for all customer-facing staff across the department.

Created and distributed reports using Microsoft Excel for the Financial Aid Associate Director. Developed an incentive program that provided daily performance trending results, awarded performance rankings, and boosted employee performance overall.

Reduced new hire error rates 30% by developing an employee training program for all new hires along with informational training materials such as job aids, training manuals, and customer service scripts.