• Manage six direct reports across three teams, including Operations, Customer Support, and Marketing• Directly responsible for 5 largest client accounts with products and programs deployed in over 1,750 branch locations nationwide• Regularly report and communicate with Senior Management team regarding client account and project statuses, including program modification requests, onboarding, due diligence requests, and contract renewals• Identify opportunities for operational improvement and lead efforts to develop and document policies approved by Senior Management• Facilitate B2B partnerships to ensure on-time project completion to support company objectives • Assist Accounting team with ongoing invoice adjustments as permitted by client agreements• Ensure accuracy in new program setup by overseeing Operations Managers' and Programming team's work in UI setup and data processing logic• Ensure the timely and accurate delivery of work product across all teams• Serve as a point of escalation for staff for higher-level client issues and communicate with Senior Management• Support Operations team by leading client training sessions, including refresher trainings for existing clients, as needed• Interview potential candidates and provide Senior Management recommendations • Lead new hire on-boarding and ongoing training• Conduct employee reviews and goal setting• Report and/or document employee issues and opportunities to Senior Management• Manage employee PTO requests to ensure adequate coverage and assist as needed with employee time entries

Served as the resident expert on all platforms and programs that CustomerStream has to offer. Worked with a team of Operations Managers to uncover potential business opportunities within their client groups, and reviewed solutions available to clients in support of acquisition and/or campaigning efforts. Served as a liaison between clients and the CS Management team by effectively communicating clients' intentions to Management and by crafting and proposing solutions for specific client needs. Continued to fulfill all duties of the Senior Client Operations Manager role by maintaining existing partnerships, building new relationships, and assisting in continuous improvement and product development.Primary Responsibilities:• Helped define business needs for a client, document those requirements and present to Management team to determine best course of action for the specific project/implementation.• Determined a clear path for the client by understanding the client’s style, processes, and past trends by communicating with Operations Managers to get past and present feedback about the client.• Created a project timeline for the applicable implementation – collaborating with Management and Programming to determine resources needed, contract requirements, and fees to account for as applicable.• Passed off the project plan and timeline projections to the Operations Manager who then facilitated the implementation.• Worked closely with internal teams to assist in creating and maintaining relevant client-facing material that would be used as resources to support CustomerStream platforms and programs.

At CustomerStream, I am responsible for managing CardCash and ReferLive client relationships which includes product deployment, marketing development, data and report processing, and ongoing performance reviews with clients. I work with my bank and credit union clients to determine program parameters and strategies to maximize performance. I proactively manage and monitor system performance and usage, generate and publish reports, and modify system parameters to best support defined goals.During my time with the company, I have contributed to CustomerStream’s operational support procedure development and implementation. I’ve also contributed to the company culture by planning and hosting monthly events for the company and its employees. In addition to client management, I perform routine data administration tasks including uploading monthly customer usage reports, data matching and cleansing, as well as monthly invoicing. I also work diligently with my programming team on system updates and web enhancements to insure the most technically advanced product for my clients.

I joined the Hardwick Group summer 2013 as a financial advising intern. While completing my senior year at Sewanee, I worked online to assist my team in any way needed, and focused on client relationship management and appointment scheduling. After graduation I rejoined the team full time as a Sales Associate I and obtained my Series 7 license. Some of my roles and responsibilities were account opening and maintenance, assisting in financial goal planning, marketing, communications, client review coordination, and managing the group's internet presence on our website and social media. I was also assigned several branch duties, including Branch Technical Liaison, where I assisted all branch members with IT related inquiries.

Assisted the Human Resources Office by receiving visitors, filing paperwork, fulfilling errands, and helping coordinate events.

Performed teller duties and filed paperwork, and also assisted the VP and others in various assignments.

Traveled to America's Mart as a buyer and managed a budget to purchase merchandise for the store.Interacted daily with customers, ran the register, built window and merchandise displays.