Preside over daily business operations while leading a team of 15, supervising the intake/call center and case management to facilitate and maintain streamlined and productive systems.• Govern strategic initiatives in alignment with overall business goals, defining monthly and annual targets for respective departments.• Spearhead financial management, forecasting and managing budgets to guarantee maximum output with minimal expenditure.• Pilot marketing activities and campaigns, identifying opportunities to strengthen market presence and brand resonance within target audiences.• Train, coach, and mentor staff members along clear goals and expectations, building a high-performing cohort capable of meeting ambitious goals.• Oversee human resources management, including recruiting, onboarding, compensation and benefits, training and development, employee engagement, and reporting and documentation.• Conduct comprehensive business analysis in order to identify opportunities for improvement, implementing solutions to promote firm development, growth, and expansion.• Innovate, implement, and refine policies and procedures to strengthen standards compliance, client service, team coordination, and more.• Produce key documentation for partners, including written summaries and financial reports to enable data- driven decision making and management.• Responsible for vendor relations, forming productive partnerships with both internal and external stakeholders in support of business objectives.• Evaluate business needs and requirements to ensure operations management is supportive of overarching mission and vision, leading cross-functional collaborations to drive development.

Orchestrated streamlined communications with members and dental providers to obtain needed information for document processing while maintaining a professional demeanor in all interactions.EBONY RICHARDSON Page 2 • Commended for consistently meeting and exceeding departmental quality and service standards, delivering exceptional customer service to stakeholders with responsiveness and agile problem solving.• Optimized systems for maintaining accurate member records, updating appropriate basic data fields to include information necessary for identification of the correct policyholder, policy, account, or claim.• Fielded, managed, and resolved claim and verification of benefits calls with high attention to detail, answering all calls in a timely manner while fully meeting stakeholder needs.

MANAGER• Managed a team of five, training and coaching all salon associates and groomers to ensure goals were met across sales, gross margin to budget, supply costs, and daily operations.• Facilitated all staff training and certifications, guaranteeing delivery of quality and compliant services; provided ongoing learning opportunities to support team development.• Strengthened operational infrastructure to improve client service delivery, identifying needs and providing key services for each dog, including proper batching, brushing, and coat fluffing.• Implemented policies and procedures to protect the safety and wellbeing of every pet and associate in the business, successfully forecasting and mitigating risks.

Collaborated with team members to provide exceptional customer service, greeting customers, answering phones, and delivering tailored support.• Acquired new customer accounts to exceed monthly revenue goals, simultaneously maximizing existing customer accounts to identify new revenue opportunities.• Employed consultative and upselling sales tactics to resolve customer issues, meet their needs, and deliver additional value.• Garnered up-to-date knowledge of T-Mobile products and services in order to best educate and consult customers with diverse requirements.