Audits internal processes to evaluate effectiveness, identify irregularities and/or deficienciesActively participates in client onboarding, Internal development projects, customer satisfaction/client services, employee onboarding and engagement,Manages company’s assets, process staff equipment orders/ replacements. Provides input to technology and Applications replacement for EOL products Provides Executive Team with tracking company performance, manages documentation for the asset management program and works to ensure CPA has up-to-date information, as needed

Managed inbound escalated phone calls for customers with billing and or phone issues, Conducted agent call assessments and processed agent reviewsCollaborated with employees on companywide development and career goalsMaintained required team sales and customer resolution goals

Handled inbound calls phone calls for Dominion Power customersProcessed customer credit reviews, scheduled service connections, and account closures, Conducted agent call assessments and provided coaching

Managed staff in performing daily tasks, fulfilled client emergency request, and deliver time sensitive material to clients Managed offsite teams to complete client data restoration Performed disaster recovery tests for clients using digital and hardcopy backup data