Worked closely with call center business leaders to develop weekly / monthly / year-end reports (detailing qualitative and quantitative analysis) for various business initiatives.• Drove 9.25% increase in Service Contract sales by providing timely, accurate and quality reporting of operational metrics and business data.• Collaborated with management as "webmaster" in design, development and implementation of business intranet and wiki site, that enabled leaders and associates to maximize operational effectiveness, achieve customer satisfaction and drive revenue.• Known for prompt and responsive accuracy in fulfillment of ad-hoc reporting requests.

Monitored call center service levels, average speed of answer and staffing levels for all lines of business.• Ensured positive customer experience by monitoring multi-faceted service levels and coaching employees.• Coordinated employee scheduling, meetings, coaching and “off phone” activities in accordance with staffing and service levels, working with multiple systems.

Drove business development and sales initiatives for the promotion of corporate bank cards with credit limits of $100,000+; created lucrative business relationships with 45+ C-Level Executives in various industries.Developed and delivered persuasive and informative presentations to secure contracts, answered questions regarding card benefits and acted as primary point of contact for end user card issues.Developed and facilitated end-user training curriculum to address applications and functionality of the "Visa Information Source" reporting package; an interactive online portal designed to allow users to track and view corporate charges and expenditures in real-time.Secured over $10MM in credit line commitments, sold ancillary services including business reward cards and online access to view account activity.Supported Bankcard sales initiatives throughout 32 regions and 1,500+ branches; provided remote support and training for branch representatives in the sale of commercial credit accounts. Created innovative and persuasive marketing collateral materials to support sales goals, implemented competitive incentive plans among Branch Representatives to maximize activity, and developed and facilitated over 200 product training events to teach benefits, features and functionality of each credit card product.Executed new product rollouts in the marketplace including the highly successful Business Rewards Program, posted 20% year over year increase and in 2007, gained a 95% overall increase in business credit card accounts.