• Lead inbound call center team (2000+ calls weekly) utilizing Five9 software providing excellent customer service• Under my leadership, the call center met or exceeded all client SLAs and maintained 60+ Net Promoter Scores• Responsible for recruiting, coaching, mentoring, motivating, terminating and developing a team of customer service representatives while ensuring optimal productivity.• Successfully handled escalated calls and transactions working with enterprise-wide department leadership• Managed escalated customer requests using Salesforce• Provided back-up to call center team by handling call intake and data entry during high volume situations• Trained employees on call center software, scripts, data-entry, escalation, and first call resolution techniques• Acted as dedicated client-facing manager providing excellent escalated customer service for all at-risk customers• Presented compiled department performance analytics for all client visits (including client on-site visits) • Managed and was responsible for enterprise-wide vehicle title operations including a team of 20 Specialists across multiple states, ensuring adherence to compliance and regulatory standards• Onboarded all new customers onto the Title and Registration department’s services• Implemented comprehensive training programs, reducing error rates in title and registration applications by 50%

• Responsible for supervising and coaching a staff of CSRs in a fast-paced high volume Call Center environment• Maintained high NPS and met or exceeded all client SLAs for call answer, wait time, and hold time• Successfully handled escalated calls and transactions working with enterprise-wide department leadership• Managed escalated customer requests using Salesforce• Provided back-up to call center team by handling call intake and data entry during high volume situations• Onboarded all new customers onto the Title and Registration department’s services• Trained employees on call center software, scripts, data-entry, escalation, and first call resolution techniques• Supervised operational functions for various title and registration operational teams• Delivered DOT Compliance services, ensuring adherence to federal regulations and timely resolution of client inquiries.• Provided clients with analysis of services using data from SQL and Excel and visualization from Tableau and PowerBI• Reduced transaction processing time by 30% by implementing automated systems and engaging Salesforce tools

• Dedicated Sr Customer Service Rep for a large client with 50,000 employees, ensuring timely and efficient operations• Handled 100+ emails, live chats and phone calls daily from client’s drivers and leadership answering questions related to vehicles, resolving issues, and coordinating follow up from other internal teams utilizing ZenDesk and Salesforce• Developed new scripts in collaboration with the call center supervisor and provided training to CSRs on best practices, reducing average call times from three minutes to two minutes and 30 seconds• Provide support to customer service representatives for escalated issues, maintaining a customer satisfaction rating of 91%-93% YOY• Coordinated the Title and Registration of vehicles, ensuring seamless transitions from dealer to upfitting, plating, and end user, while providing ongoing title and registration support and analytics to clients and internal teams• Performed data entry on customer names, addresses, and other identifying information into internal system to obtain driver or vehicle information, then recorded all calls and any request/follow-up through Salesforce• Worked directly with customer and customer’s contacts including daily and weekly calls and client visits• Provided clients with weekly analytics using PowerBI, covering all aspects of the supply chain from vehicle build to delivery, repair, and license and title, enhancing decision-making processes

• Accurately respond to high volume inbound phone calls and live text chat using designated script, active listening skills, and extensive product knowledge to solve customer queries• Communicated with empathy, patience, and understanding and identified solutions to ensure customer satisfaction• Achieved a customer satisfaction score of 92% and exceeded all KPI targets, including call length and conversion rates• Performed data entry on customer names, addresses, and other identifying information into internal system to obtain driver or vehicle information, then recorded all calls and any request/follow-up through Salesforce

• Schedule and register patients in a timely manner to reduce wait times by over 10 minutes on average• Maintained medical records for an outpatient multidisciplinary facility using accurate medical terms to boost efficiency• Check patients in and out, providing excellent customer service to improve patient satisfaction scores by 43% • Recorded patient notes, and all patient contact using EMR systems Epic, and Meditech• Collaborated with insurance companies to resolve coverage and payment issues• Transcribed medical communications to referring physicians, insurance companies, and patients.

• Assistant to Chief Medical Officer with all duties including schedule management, travel, budgeting, and emails • Designed and implemented a new enterprise-wide Emergency Action Plan, improving readiness and safety protocols • Implemented and administered a new company-wide internal email system for all clinics • Ensured all clinical labs remained in compliance with all laws and inspections • Provided analysis to C-suite on operational performance and regulatory compliance