Contracted for a 4 month project focused on implementing content management and CRM capabilities integrated with Microsoft Office 365 through deep partnership with sales, marketing, and leadership.- Assessed the needs of the team, developed and implemented SharePoint sites to store, organize, and deliver highly professional content for employees and the organizations they partner with, geared towards live presentation as well as easy access for attaching to emails and sharing.- Conducted full search and evaluation based on the needs of the sales team and leadership to identify and contract with CRM provider, implementation is underway.

Partnered with IT, product teams, and other cross-functional partners to manage multiple large to medium-sized initiatives focused on delivering flexibility and raising employee engagement. - Collaborated cross-functionally to develop problem statements, stories, and epics and engaged in developing solutions with product and engineering teams utilizing Agile methodology.- Developed, tested, and launched foundational capabilities that integrated learning, scheduling, and pay systems to enable employees to choose how, when, and where they work.- Took Workforce Flexibility Product from concept to general availability increasing product engagement by over 30% through initial iteration sprints.- Designed and implemented multi-location scheduling capability that enabled employees to seamlessly work in other locations resulting in an increase of open shifts claimed by 2X while limiting the enterprise risk where regional tax, pay, scheduling, and benefit differences existed through automated safeguards.

Led a cross-functional team through discovery efforts to determine possibilities for employee flexibility. Developed and aligned stakeholders on concepts for potential feature launch.- Developed and orchestrated meeting rhythms, reporting, and document management for all stakeholder teams and senior leaders to drive operational efficiency, transparency, and alignment.- Utilized discovery and innovation skills to gather actionable input and data from internal and external sources to develop and present concepts to senior leaders.- Redesigned discovery experiences and sessions to make them virtual in anticipation of COVID restrictions and reduce the time required of cross-functional teams by 70%.

Managed and provided leadership to 10 managers responsible for 300+ employee and vendor-supported customer technical support teams that balanced customer experience, budget management, and employee experience. - Designed and implemented forecasting, headcount guidance, and scheduling systems and processes (Workforce Management - WFM) resulting in 20-point increase in client satisfaction and 35% reduction in cost.- Managed large software implementation of contact center solutions reducing cost by 10%.- Guided IT team on roadmap strategy, tool reviews, and continuous improvement of all systems.- Developed learning, development, and quality strategy tailored to remote and vendor workforces that reduced turnover by 12% in two years.

Led contact center workforce management software and telephony implementation change management, post-implementation support, and vendor management.- Built and managed relationships with 24 leaders representing 12 contact centers globally to develop and implement customized change management plans for multiple lines of business achieving a 95% employee and leader acceptance rating.- Collaborated with product owners to create innovative support strategies resulting in incident ticket volume 50% under of initial estimates.- Managed program budget, provided reporting inputs, and presented to key stakeholders and at enterprise-wide town halls to share successes and value to customers.- Defined the ongoing product strategy, roadmap, and quarterly priorities in collaboration with cross-functional team and vendors.

Provided strategic leadership and operational execution of multi-location, 500+ employee omnichannel contact center operation, including people leadership, budget management, customer satisfaction, forecasting, scheduling, quality, vendor management, and IT implementations.- Key contributor and project manager for IT implementations ranging from $50K - $2M budgets. Consistently managed to timelines and budget while representing the voice of the customer.- Managed the first successful implementation of a highly complex offshore site that supported nearly 25% of customers and reduced costs by 35%.- Designed and launched state-of-the-art workforce management discipline and tools increasing efficiency by 15% and forecast accuracy by 20%.

Contact center agent, supervisor, and manager with increasing responsibility in leading, growing, and evolving customer satisfaction, employee development, operation excellence, and the use of advanced technology to support the business.