• Delivered strategic consulting and advisory services to functional leaders and organizational units on the Salesforce platform, driving alignment with business goals and enhancing operational efficiency through expert guidance.• Championed the end-to-end implementation of Service Cloud Case solutions, expertly managing requirement gathering, feature development, design, user acceptance testing (UAT), and deployment, resulting in seamless project go-lives and improved service delivery.• Engineered customized configurations of the Salesforce platform by translating complex business needs into actionable technical requirements for the AGILE Release Train (ART), effectively steering the Continuous Development backlog process across multiple Salesforce clouds.• Acted as a key subject matter expert, providing insightful best practices and strategic guidance to maximize the utilization of Salesforce capabilities, leading to significant increases in user adoption and platform engagement.

• Reinforce resolution rates by conducting high volume call listening and email reviews to evaluate customer and agent experience across multiple operation teams: investment, money movements, and security.• Act as change agent by identifying operational trends and leading quarterly meetings with product leadership to relay business recommendations based on data analysis.• Perform deep-dive reviews for new product launches and internal partner requested processes to recognize training opportunities, recommend rollout enhancements, and assess overall effectiveness of initiative.• Provide detailed and meaningful coaching feedback to agents and management to drive resolutions based on agent-related and process improvement opportunities to elevate the overall customer experience.• Facilitate calibration meetings to ensure consistency with evaluations among internal and external vendors.

• Responsible for internal management reporting, planning, and analysis across the company’s three call centers: investment, technical, and banking.• Driving force behind process improvement, preparation, and automation of reports for department management and executive leadership.• Collaborate with management and leadership, sharing call quality performance reports on overall success and trends.• Converts findings and scores into coaching recommendations for performance improvement actions.• Leads call calibration sessions to ensure uniform scoring and quality across all call centers.

Provide guidance, training, and coaching to call center representatives as they assist clients and advisors with questions related to investments and insurance products while being consistent with the guidelines and compliance directives of First Command, FINRA/SEC, and the respective product providers.

Assist clients and advisors via the phone with trading strategies, trade execution, and brokerage setup.

Compile and analyze data and accounts creating detailed reports for management in order to identify risks and trends, Reports dealt with issues such as margin, unmanaged accounts, frozen accounts, high cash balances, fees, etc.

Process new accounts, deposits and withdrawals and existing account correspondence/maintenance items.

Identified, explained, and resolved internal and external client issues in specialty phone queues overseeing four separate Back Office teams including Safekeeping/Restricted stock, Direct Registration System Transfers, ACAT Transfers, and Alternate Investments with handle times lower than 5 minutes.