• Leveraged Macros in Excel to personalize out-of-the-box reporting for program reporting, scheduling, and progression metrics.• Built rapport with client stakeholders, which improved communication.• Provided guidance for a global team on a process improvement method, which included hands-on workshops.• Evaluated and updated communication templates and reference guides to ensure accuracy and clarity.

• Built custom processes in a new CRM to guide team members through interactions, creating the ability to collect exportable data and improving efficiency through automated call notes.• Developed and executed a communication plan guiding a department of 50 through corporate rebranding, leading to early adoption and acceptance of major system and process changes.• Led the transition of an internal knowledge base with over 2,000 articles from a standalone platform to a CRM, consolidating tools and improving agent efficiency.• Utilized SharePoint lists and PowerApps to create an interactive refund form that aligned refund processing, created supervisor visibility, and reduced agent errors.• Managed a cross-functional team of nine support coordinators across seven business functions, aligning processes and goals, building trust, and renewing passion for the company mission.• Contributed to a global council responsible for improving Consultant and Customer experiences and aligning operations across 6 markets.

• Designed and delivered more than 10 original learning modules.• Delivered courses to groups of 50+ employees, virtually and in a classroom setting.• Enhanced new hire curriculum and boosted comprehension and clarity by segmenting the material into 8 individual modules.• Analyzed assessment results to gauge success (marked by averages of 85% and higher) and identify improvement opportunities in training material and methods.• Designed 3 templates across Microsoft Office to better represent branding.

• Created team member “trading cards” to cultivate connections within a remote team, which were adopted by 4 departments.• Supported the adoption of a process improvement method, allowing all team members to contribute to customer experience enhancement over a 12-month period.• Worked toward establishing performance metrics within a highly specialized department.• Coached and developed a team of 9 Executive Ambassadors handling highly sensitive, escalated member and guest experience issues.

• Acted as the Help Desk’s lead support contact and liaison during a major system transition affecting 500+ team members.• Leveraged SharePoint to create a communication and documentation hub for a department of 25+ Help Desk Coordinators.• Established 3 POC roles within the department to streamline issue reporting and replication and improve accountability and resolution.

• Fostered an environment of growth within teams of 40+ by challenging perceived limitations of empowerment and reinforcing confidence.• Calibrated department goals with 9 supervisors within my department.• Served as a post-training facilitator for role-specific development for 4 classes of new Customer Service Specialists.• Acted as a Subject Matter Expert and co-facilitator on a 3-week assignment at an international vendor site.• Analyzed, reported, and coached on KPIs on a weekly and monthly basis.• Worked closely with HR on team member performance, documentation of performance coaching and corrective action, and FMLA adherence.

• Improved accuracy and efficiency 4 functions by creating and maintaining job aides.• Supported day-to-day operations such as scheduling, escalated issue resolution, and team member support across 2 teams.• Collaborated with department leaders across the organization, bridging the knowledge gaps between work types and processes.• Compiled reporting on productivity and call volumes.• Monitored phone activity for 20+ team members.

• Analyzed recorded calls and emails for 4 teams to ensure quality and compliance.• Led weekly calibrations with 2 international vendor sites to ensure quality and compliance standards across centers.• Provided feedback on opportunities for analyzed interactions.

• Updated and delivered training curriculum to 4 training classes.• Contributed to the development of a SharePoint Team Site to act as a reporting and tracking tool for a team of 15+ website support coordinators.• Led training on a new reservation system for 5 departments.• Supported customers experiencing issues navigating the website via phone.

• Provided assistance via phone to members with account questions.• Validated missing stay credit requests and posted points to accounts.• Documented member accounts on each phone call completed.

• Booked reservations.• Researched hotel information.

• Developed rapport with store managers to build trust in the center.• Maintained staffing needs based on call volume.• Encouraged and pushed personal development for those agents showing leadership skills to grow the support desk.