Operations Manager – SPS– Client Escalation Unit • Responsible for work volume pipeline management, team quality, performance management, Issue Management and Customer Outreach project related tasks • Leverages metrics, audits, exams, targeted risk assessments to maintain/create a team that meets or exceeds performance goals while identifying process enhancements• Develops employees to achieve optimal performance results and make progress toward individual career plans• Effectively communicates with managers, peers and business partners on deliverables, timelines and support needed.• Creates a satisfying employee experience for team members as defined by enterprise and line of business manager expectations and as measured in the Employee Engagement survey

ACS Team Manager – 10/2017 to 11/2020• Researches and resolves complex client issues• Analyzes data, identifies trends, sets priorities, and provides feedback and recommendations for site leadership• Ensure quality standards are met or exceeded and communicate process and procedural changes • Responsible for performance reviews to assess strengths and development needs to provide feedback and opportunities for growth• Coaches, trains and develops associates with the ability to adapt to associates preferred learning method

Business Support – Temp. Role 04/2018-06/2018• Completed time keeping/AMT audits, organized meetings, and provided technical support • Proactively look for potential conflicts or issues and resolve• Develop, analyze and maintain reporting across multiple Lines of Business’s• onboarding/off-boarding employee support• Special Projects as needed

• Client retention by listening and overcoming objections• Relationship deepening by finding targeted products for current clients• De-escalate customer interactions and client resolution • Establish great relationship with customers by identifying their issues and taking immediate actions to satisfy them while considering company's policies in mind