Erin Enders-Tharp Email & Phone Number

Educating staff, intended parents and surrogates on all elements of maternity and newborn insurance.

Manage US Mandated Client Success Representatives. Build out corporate wide initiatives for the Client Success Associates from the Sales and Client operations Team. Site Leader for Roseville office responsible for overseeing the daily operations of the site.

Roseville, California

Effective Associate Director of Client Services with over 15 years of experience. Responsibilities include leading Global Client Services located in Manila, Mumbai, and the United States. Core Capabilities include: Client/Customer Service Strategies, Leadership Development/Coaching, Employee Relations, Project/Program Management/Implementation, Team Development, Succession Management and others.Fulfill a vital role leading a team of 60+ employees in several US locations, Mumbai, India and Manila, Philippines. • Managing a work team of Global Client Services Executives (Healthcare, Financial Services, Transportation and Information Technology verticals) to achieve company, account revenue retention and growth objectives.• Manage and ensure that all training initiatives are appropriate and beneficial for new and existing Global Client Services Executives by working with the training teams during development.• Monitoring and evaluating daily Global Client Service activities to ensure timely and accurate responses to clients and internal teams that are within compliance requirements.• Compiling and analyzing team data/metrics and dashboards to ensure consistent performance, track trends and communicate findings and suggestions.• Handling second-level escalated issues from clients and employees. Investigating and resolving complaints.• Performance management of employees (give quarterly performance reviews, 1:1s, PIP’s, etc.).• Create and implement department wide KPIs and Quality Assessments.• Work with Executives on mergers and acquisition plans.• Work closely with Directors and Vice Presidents of Account Management. • Handle escalated issues with Account Management, as appropriate.• Evaluate headcount on a regular basis to ensure proper and adequate coverage for account assignments.

Granite Bay, California

Manage the Fund Team in the Operations Department, which includes a total of six team members. Provide direction and supervision over all funding projects between Paramount Solar and their affiliates. The role as Manager of the Fund Department includes:• Process all solar installation contracts for the three funding milestones of the solar projects.• Pay attention to the detail of all contracts that flow through the department to ensure the project can be funded and built.• Report production numbers to the executive directors and upper management weekly.

Collaborated with lead attorneys on law firm projects; coordinated special projects involving the improvement of employee morale and rewards program• Coordinate and perform administrative activities of the office, retrieve and integrate data and dissemination of information to the managing attorney and clients. • Provide legal support to bankruptcy, civil litigation, tax law, business law, and trust and debt resolution clients.• Plan and schedule meetings and appointments; organize and maintain paperwork and electronic copies; conduct research and circulate information using telephone, e-mail, letters and websites. Communicate with courthouses as needed.• Effectively communicate confidential case information to clients and opposing counsel via telephone and e-mail.• Input data into the client retention management system and corresponding legal database.

During my tenure at the Law Offices of Roni Lynn Deutch and RDTC, Inc. (sister companies)• Managed call center teams for both companies (up to 40 employees) which included hiring, firing, training and production• Project management for both companies• Managed data and statistics to ensure employees and Franchises are hitting their KPIs• Developed and conducted employee and franchisee training programs to introduce new policies, procedures and system enhancements• Created corporate and retail policies and procedures to streamline operations and improve process flow• Provided project management for 25 lead attorneys, with the largest tax law firm in the country, on a variety of law firm endeavors including improving Customer Service Representative Wait Times and improving efficiency in dealing with law firm clients.

Bachelor Of Science, Kinesiology-Credential Program

Bachelor Of Science - Bs, Kinesiology

Activities and Societies: Division I basketball scholarship.