Learn, observe, solve, and maintain the client's life in a sustainable and balanced way. From organization to automation, I specialize in working smarter, not harder.

Leading the Customer Feedback Team in research and review of customer and agent complaints regarding interactions within the contact center. This role requires a variety of procedural knowledge, operational partnership, identifying and implementing efficiency gains, and serving a large team of employees. This role provides remarkable service to identify error trends and promote improvements in contact center specialist handling with customers and State Farm agents. Partnerships with enterprise compliance and ethics, regulatory bodies, executive leadership, and other subject matter resources are required for overall team success.

This role maintains a great wide variety of responsibilities. From SharePoint and IBM(Lotus) Notes development, to End User Computing requirement gathering and project management. This role requires flexibility and adaptability as various EUC needs arise. This role supports EUC developers and maintenance of data, intent to publish documentation, governance partnerships, and business partner relationships to ensure efficiency of tooling.

In the first iteration of this new role within the workforce management department, the Scheduling Analyst role was designed to improve processes and procedures within the Scheduling space. This role requires extensive WFM procedural knowledge, analysis and design for process improvements, understanding various labor laws by state, as well as communication and implementation of updated processes. This role initiated a drive and passion for EUC development and using technology to gain efficiencies when procedure isn’t flexible enough for potential success.

Comprehensive understanding of workforce management processes and procedures as regulated by business area, workforce optimization governance, and state and local labor laws. Responsibilities include large-scale schedule generation and optimization, real time staffing adjustments, offline activity implementation, overtime setup and schedule adjustments, ADA accommodations, and mass training organization. This role provides a variety of project work, on the ground change management, and business partner relationships to promote successful staffing for various contact centers including claims, underwriting, bank, support center, sales, service, and many more at State Farm.

Prepare legal documents for mailing directly to customers, third parties, and others involved in total loss auto collisions. Speak with customers to better understand their needs from the company to settle insurance claims on homes, rentals, vehicles, and personal property. Begin the claims process by taking loss reports and directing customers to the approriate handling adjusters.

Supervise three young children while also providing an educational and developmentally sound environment with activities, projects, games, and reading.