- Coordinated over 120 continuous service improvement initiatives that directly resulted in an increased user experience, lowered resolution times, and eliminated technical issues- Partnered with specialty service key stakeholders (clinical, sales, manufacturing) to eliminate IT incidents and enhance specific persona support- Worked closely with IT and Business Key Stakeholders to identify, create, and market self-service Tools and knowledge, directly improving users’ experience, eliminating users' downtime, and eliminating IT incidents- Collaborated with IT Engineering, Business Communities, and IT Support areas to deploy a fully functional Virtual Agent capable of answering the majority of how-to questions and general IT issues- Energetically worked with IT and business support groups to enhance their support models to provide cleaner and more effective support for their customer base

Work in concert with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees.Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.Communicate on a regular basis with directors, other managers, human resources, and client management.Drive employees to meet the organization's expectations for productivity, quality, and goal accomplishment.Consciously create a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization.Provide oversight and direction to the employees in the operating unit in accordance with the company’s policies and standard operating procedures.Maintain in accordance with company policy employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, overtime scheduling, and payroll management.Maintain transparent communication with employees, leadership, and clients through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication.Manage projects through initialization, implementation, coordination, reporting, and improvement.