 Establish schedules and tasks for each attendant in accordance with the Participant’s Service Plan Monitor each attendant’s work Approve and submit approved time to CDCN for each attendant Keep track of Service Authorizations and time used Hire, supervise, and discontinue employment of the attendants

Successfully managed three global projects (Philippines, Honduras, Mexico, and U.S.).Thoroughly revised and updated two and created, piloted, and implemented one.Proprietary Coaching Workshop:• Conducted interviews with Operations Leaders and Facilitators regarding what was needed• Formed global committee to analyze, design, develop, implement, and evaluate the project from start to finish• Facilitated pilot workshops for the United States, Mexico, Honduras, and the Philippines• Trained and Certified FacilitatorsProprietary Leadership People Skills Workshop:• Revised and updated existing Facilitator’s Guide, Participant’s Guide, and PowerPoint presentation• Conducted pilot workshops in the United States and the Philippines• Trained and Certified Facilitators• Worked with Operations Leadership to certify site leadership to facilitate and to schedule workshopsGlobal Leadership Learning Plan• Analyzed need for structured learning plan for Global Leadership (Frontline Supervisor through Vice President level)• Curated 60+ courses based on 12 required core competencies• Worked with the Learning Management System Administrator to create the course in the LMS • Worked with Creative Services for all Communications and Artwork• Successfully released on time/budget• Receiving excellent feedback

* Provides regular supervision and mentorship over subordinate staff* Ensure regular and effective communication with subordinate staff on performance, goals, and coaching*Facilitates daily agent coaching and development sessions in both written and verbal format* Participates in client related activities to include client calibration sessions and project planning*Identify and address agent training needs* Manage team’s time entry to ensure 0% discrepancy rate* Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)

• Developed and mentored three Site Training Managers and their teams by gathering data, planning, sharing training observations, trainer and training manager development, and direct collaboration with account operations training. • Analyzed and researched data and information necessary to guide the training teams.• Project managed training development.• Led successful testing and pilot initiatives for three banking institutions.• Drove accountability to the implementation and execution plan within the functional area. Evaluated effectiveness, impacts, and progress post launch through qualitative and quantitative methods.• Project managed the design and implementation of remote/virtual training for four locations in my territory.

*Led a team of four Pharmacy Helpdesk supervisors and 60 representatives.*Exceeded Client Quality KPI of 95%*Built a Servant Leadership management approach for supervisors.*Drove team to exceed Client KPIs each of the last three months of 2019.

• Responsible for the training team to deliver efficient and consistent training of new hires and provide floor support when needed in a highly regulated health care industry.• Assured that processes were consistent and met both external and internal client expectations. • Responsible for the Trainer’s execution of established responsibilities within the department, and with internal and external clients. • Led a team of up to 10 trainers.• Classroom observations to provide Trainer feedback.• Facilitated training sessions for client trainers on their specific lines of business

Senior Instructor * Designed, developed, and delivered online and classroom training for corporate office employees.* Delivered training in leadership, soft skills, coaching/development.* Scheduled and taught ongoing new hire classes to groups of 20+ employees.* Coordinated and conducted small group and individual training sessions based on staff and organizational learning needs.* Lead learning enhancement classes to improve knowledge and people skills for workplace success and advancement.

Team Leader/Manager 1, Pharmacy Benefits Management - Coverage Review Department, Minacs *Responsible for managing the day-to-day operations of a team of 20 prior authorization representatives in a call center environment.*Manage and control department budget and costs.*Oversees and manages the effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met.*Prepares and conducts formal performance evaluations.*Plans and directs work flow and project assignments. *Responsible for teams adherence to corporate attendance and employment policies. *Manages the call queues to ensure proper staffing.* Weekly monitoring and coaching of agents.Top Team Leader for Quality, September, 2014Top Team Leader in Employee Retention, January through July, 2014

Team Leader/Manager 1, Eligibility Advisors Apple, Inc., Aditya Birla Minacs *Managed a team of 15 – 40 Eligibility Advisors.*Responsible for team’s sales of add-on warranties.*Prepared and conducted formal performance evaluations.*Managed and controlled department budget and costs.*Prepared payroll documentation for subordinates.* Weekly monitorings and coachings of advisors.Top Team Leader for Eligibility Advisors, July 2013 – February 2014