At Insight Bridge Consulting, I lead the strategic vision and operations of a consulting firm dedicated to optimizing client operations through CRM configurations, call center setups, and workflow automation. My role includes:*Business Development & Strategy: Spearheading client acquisition, relationship management, and market positioning to drive growth and expand service offerings.*Operational Leadership: Designing and implementing tailored solutions for clients, with a focus on improving lead conversion, enhancing customer interactions, and reducing operational bottlenecks.*Product & Process Innovation: Leveraging my experience in project management and technology integration to deliver impactful, user-centered solutions for diverse industries, including healthcare, telecommunications, and SaaS.*Client Success: Ensuring client satisfaction by overseeing the successful execution of consulting projects, from initial scoping to implementation and support."

As the Director of Operations I led projects that allowed Gloria Gates Care to deliver on their mission and vision of providing each person the healthcare they deserve by:•Designing and building a call center using RingCentral Contact Center software. •Building, training and leading a team of Enrollment Specialists to increase ARR to $24 million.• Using AI and workflow automation to reduce lead conversion time from 20 days to 10 minutes.•Integrating key tools using webhooks, APIs, and workflow automation software (Zapier, Zoho Flow).•Working with cross-functional teams to direct Members from Enrollment to Clinical Operations and creating a process that was painless for the Members.•Maintaining great relationships with key stakeholders across all business channels to continually improve workflows, policies, and tools needed to deliver on the company vision. •Making use of the change management process to deliver on product and process improvements, as well as aiding with the adoption of new technologies and best practices.•Developing training materials and programs for multiple user types and departments.•Designing and configuring the CRM platform based on stakeholder requirements. This included integrating with APIs, Webhooks, and other third party platforms such as : GitHub, Zapier, Zoho Flow, Zoho Forms, Zoho Sign, Zoho Catalyst, Microsoft Outlook, Google Analytics, Google Ads, Pagesense, Zoho Analytics, RingCentral, and Emitrr•Customizing the user interface and configuring workflow automation tasks and functions to reduce labor costs and enhance the end user experience.•Ensuring legal and regulatory compliance is observed at all times.

As the Technical Support Supervisor at Breezeline, I led teams in providing exemplary technical support services. My responsibilities included:•Led and Supervised Technical Support Team: Directed a team of technical support agents in a contact center that provided troubleshooting for DOCSIS 3.1 and Fiber networks.•Project Management: provided management and support to projects that saw a 30% reduction in same day repeat calls, as well as a 50% increase in self-service options.•Directed a company-wide rollout of the GROW model for coaching, which increased our Employer Net Promoter Score to 80%.•Project Leadership: Worked with other leaders on several projects to streamline technical support processes, including the implementation of new support tools and the development of training programs to onboard new agents.•Quality Assurance and Performance Management.•Stakeholder Engagement: worked with cross-functional teams and senior leadership to address customer concerns, identify opportunities for improvement, and drive strategic initiatives to enhance service delivery.Through effective leadership, process improvements, and project oversight, I contributed to the team's success in delivering timely and effective technical support to Breezeline's customers while fostering a positive and collaborative work environment.

As the Supervisor of Operations at a strategic partner of AT&T, I played a pivotal role in optimizing operational efficiency and enhancing overall performance. Key responsibilities and accomplishments include:•Operations Management: Oversaw daily operations and performance of a contact center team within a strategic partnership with AT&T, ensuring adherence to service level agreements and client expectations.•Led a project that implemented a new CRM system across multiple call centers and over 1000 agents.•Project Management and Cost Reduction: Led multiple projects focused on reducing program and labor costs, resulting in over $200k monthly savings in lost revenue. Implemented process improvements and efficiency measures to optimize operations.•Process Improvement and SOP Development: Identified areas for process improvement and drafted Standard Operating Procedures (SOPs) to standardize operations across different business channels, enhancing consistency and efficiency. •Stakeholder Communication and Presentation: Presented project updates and findings to all levels of management. Prepared presentations for users of all levels. Facilitated communication and collaboration with stakeholders, including strategic partners and senior leadership. Through proactive leadership, strategic project management, and continuous process improvements, I contributed to the success of our operations and played a vital role in driving business growth and excellence.

•Operations Oversight: Managed day-to-day operations of the Electronics and Cellular department within a high-volume retail environment, ensuring efficient workflow, inventory management, and customer satisfaction.•Team Leadership and Development: Supervised and mentored a team of 8 department employees, including sales associates and support staff, in the Electronics and Cellular department. Fostering a culture of accountability, teamwork, and continuous improvement. Provided coaching and training to enhance performance and productivity.•Project Coordination: Led departmental projects focused on improving product placement, optimizing inventory levels, and enhancing customer service in the Electronics and Cellular department. Collaborated with cross-functional teams to execute projects within established timelines and budgets.•Performance Analysis and Optimization: Analyzed key performance metrics for the Electronics and Cellular department to identify trends, areas for improvement, and opportunities for cost reduction. Implemented strategies to optimize departmental performance and achieve business objectives.•Stakeholder Engagement and Communication: Engaged with store leadership, corporate representatives, and vendor partners to communicate departmental goals, initiatives, and results for the Electronics and Cellular department. Presented project updates and recommendations to senior management to drive strategic decision-making.

As a Living History Interpreter at Village Restorations I:*Worked closely with military personnel to provide accurate lectures on military history.*Provided lectures and guided tours of time period correct exhibits at the Army Heritage and Education Center.*Built and restored log homes and structures which included the use of the following skills:CarpentryMasonryElectricalRoofing*Worked with local government to ensure proper licensing and permitting was in place for historic reconstruction projects.*Helped coordinate large events involving volunteers, contractors, and other personnel.*Served as consultant for historic works and provided guidance and interviews to local media.