Design and Implement Workforce Management, Quality Management, and Technology Strategy for a newly created WFM team managing a B2B Multi-channel contact center.Drive effectiveness of the WFM through ongoing process analysis and redesign, and support of key internal optimization projectsLead all aspects of intra-day management,scheduling, forecasting, and quality management procedures.Responsible for service level management and resource administration as a single point of contact for all servicing teams.

Design and lead human capital initiatives for PNC’s Customer Care Center.Owner of Work From Home and End-to-End Employee Experience Programs.Circle of Excellence 2020 - Awarded to top performers in all of PNC Retail BankMarket All-Star 2020 - Awarded to top performers in Pittsburgh Region.Promoted to Assistant Vice President & Senior Strategist in less than one year.Moved 1,200 employees from Offices to Work From Home in two weeks during COVID-19 with minimal impact to customer service performance.$2.8MM net benefit over 5 years from Expense Avoidance and Employee Retention through merging functions. This led to fewer required agents needed to achieve similar service quality and an improved ability to absorb spikes in call volumes.$1.2MM net benefit over 5 years through Policy change focused on Work From Home agents, identified through analysis and modeling through SQL and Excel.Secured $400,000 in local and state tax incentives while standing up a new Texas based call center.Reduced time spent on retrieving work at home equipment from separated employees by ~1 hour per separated employee and avoiding re-work via automation and process design.

Design and Execute the Customer Care Center attendance performance management program.Reduce Risk and Lower Pay Expense by $40,000 annually, through automation of schedule auditing using SQL & Excel.

Consult on investment and insurance strategies, and develop financial plans for clients while expanding and managing client relationships.Obtained Series 7, 66, and Life Accident and Health Licenses to manage book of business.Passed Level I of the CFA

Real time Management of a Retail Bank Line of Business’s call routing strategy.Consolidated the internal policies and procedures used by the entire team to reduce risk of inconsistently applied actions and time spent working on individual requests.Using Visual Basic and SQL, Automated reports and tools used by the entire team, saving hours of manual processing and analysis for 12 analysts. Eg. One report’s processing time decreased from 90 minutes to 30 minutes and would be completed 3 times daily, resulting in 260 hours of saved time annually.

Significantly exceeds sales goals as defined by relationship expander line of business.Anticipates and addresses issues which may impact customers or peers and takes appropriate action.Involved with intentional leadership and continuous improvement sessions; actively identify and participate in open discuss. Help onboard new employees. Identify technology workaround for pre-selected credit card applications Identify underserved sects of consumers (braille debit card offering).Support PNC’s risk appetite and culture while managing risks in accordance with the risk framework which includes, but is not limited to adherence to policies and procedures an escalation of possible issues.Take personal accountability to deliver superior experience, for service partners and clients to distinguish PNC from out competitors. Be mindful of customer impact for each activity, taking ownership by initiating solutions and escalating, as necessary, to increase customer loyalty and engagement.

Receive, investigate, and respond to customer inquiries regarding basic products, services, and issues.Awarded CARES employee of the Month (November 2015)Exceeded CIQ (Gallop Polls) and Quality Monitoring Score goals.

Created a 5th-12th grade curriculum for student development from ground up.Developed benchmarks and deliverables to measure student growth. Generated progression for student growth tracks.Maintained accurate records and reporting on student progress.Established a five-year plan for program growth, develop vision for long term program improvement and expansion.No structure or plan in place previously, developed and grew department enrollment plan.Managed drama productions ~$12,000 budget, choose and effectively organize professionals and volunteers. Allocated budgets to staff compensation, materials, rentals, and advertising needs.Directed operations: creating schedules for space usage and people resources to effective manage human capital.Staff Manager: Interview and develop cohesive production team; resolving issues and providing solutions as appropriate. Event coordinator for Student Festival for 200+ students. Communicated with presenters, organized rehearsal spaces, times, food, presenter needs, and materials for participants, and community engagement.

Manage product and grow personal business, emphasizing client experience. Involved client and stakeholders in goal planning and tracking.Maintain and audit business records and trends.

Student assistantship at Crane School of Music; Record Student recitals, faculty concerts, provide audio engineering for ensembles, use of audacity and logic to produce recordings.

Assist customers with purchases of Televisions and computers; summer and part time employment.