• Lead a team of 10 Frontline representatives, ensuring the best experience and guidance for exam registration, testing, scheduling, and assisting nurses with current license status and renewals.• Establish and cultivate relationships to improve internal processes, resulting in a 20% increase in operational efficiency.• Proactively reorganize training programs for entry-level and intermediate frontline employees, providing a better hands-on experience.• Redesigned the Quality Scorecard to remove redundancy in scoring and better-defined categories.

As part of the Small Business Unit, I am part of the leadership team for the Headway Capital and OnDeck Brands. Oversight includes 27 Team Members that process requests and answer questions regarding the Lines of Credit and Term Loan. Working Cross- Functionally to improve internal processes. • Partnered with Account Management Leadership to improve the merchant onboarding experience through increasing broker oversight and enhancements to the customer-facing portal, resulting in a 15% reduction in onboarding time.• Worked in coordination with the Quality Analyst Team to ensure the proper adjustments are made to call scoring with a focus on improved customer experience, resulting in a 20% increase in customer satisfaction.• Created and manage internal escalation team that provides rapid response to merchants that require an additional level of assistance. Response time improved from 4 days to 24 hours.

My primary responsibilities include management and oversight of a team of 18 direct reports with the Advocate Medical Group Contact Center. The mission of the center is to provide the best patient care experience while assisting in appointment setting and submitting inquiries to physicians. Team management and oversight includes training and supervision, coaching, and performance management and assessment to ensure performance metrics and regulatory standards are met. Moreover, I serve as a liaison to various Advocate Health sites throughout the Midwest to coordinate the internal flow of communication.• Ranked #1 on March 2019, ranked 5 of 15 teams in 2019.• Ranked #3 Team for January to June of 2020• Assisted in Customer Service Supervisor job description revision.• Team chosen for various pilot programs.

Led a hybrid team of contingent and permanent workers within the Life Claims Department. Direct reports spanned across the Life and Claims Support Teams. Key contributor and primary support for the Annuity Phone Team located offshore. Team Leader for the Life Claims and Claims Support Team. Leveraged teams to effectively address escalated cases while enhancing the customer experience and maintaining a strong adherence to compliance rules and regulations. Worked in partnership with other leaders to create customer focused processes and initiatives. • Project Manager responsible for 50% of Career Week activities.• Re-created the Life and Annuity Newsletter.• Re-Organized the Life and Annuity Training curriculum to include in-person and virtual training.• Spearheaded the Claims IVR system enhancements for a better customer experience resulting in a 20% improvement..

Supervised a team of service specialists that assisted both agents and customers within the Allstate Financial Contact Center. Handled escalated calls, being a product and process analyst and subject matter expert on projects and initiatives. Led employee training and the development and implementation employee engagement activities.• Produced communication guidelines as Interactive help desk administrator.• Created a Team Lead Focus Group to improve interdepartmental coordination and communication.• Expanded scope of current informal learning tool for improved effectiveness.• Implemented various team activities resulting in a 50% increase in engagement• Project Manager responsible for 50% of Career Week activities.• Re-created the Life and Annuity Newsletter.• Re-Organized the Life and Annuity Training curriculum to include in-person and virtual training.• Spearheaded the Claims IVR system enhancements for a better customer experience resulting in a 20% improvement.

As a member of the Workforce Management Department, tracked, monitored and adjusted staffing and scheduling activities to ensure optimal utilization of resources and to support business objectives within the Customer Information Center.• Effectively supervised 200 sales department employees to insure schedule adherence and availability.• Provided support in the creation and execution of temporary schedules for the temporary scheduling of 30 Sales Department employees.• Improved the overall process in accounting of staff levels for 200 employees through creation and upkeep of different databases.

Provided select employees with leadership training within the various departments within the Direct Channel. Functioned in a diverse role of Coaching Partner, Team Leader and Project Manager.• Led regular team meetings to promote effective change management and team building; conducted focused one-on-one re-training sessions for employees• Established the implementation of various incentive programs to improve morale and enhance business production• Participated in the Six Sigma Project to further boost the organization’s customer satisfaction and retention rate• Created and implemented a peer mentoring program aimed at improving new hire experience

Introduced projects and implemented strategies directly tied to the goals of the Direct Channel. Identified developmental process gaps and partners with Operational Support and Compliance to create action plans to address those issues.● Project Manager for the developing a curriculum and change management strategy to introduce a new system for the Customer Relationship Department.● Efforts to improve various new business compliance results resulted in at least a 20% improvement within 3 months ● Project Manager for the creation and implementation of the site wide huddle system to introduce new and adjusted process and improvements.