➡ Detail-oriented, tenacious leader bringing over 20 years experience in management, quality assurance, and program development in the Fintech space. ▶ MY IMPACTAn advocate for positive workplace culture, I have a talent for engaging employees and encouraging a work environment mindset for accomplishing goals together. As a trusted leader, I am known for working side-by-side with my team members and fostering skills-based department segmentation. I am task-driven and love strategizing and executing change that improves operations, boosts morale, and provides revenue growth. I enjoy finding ways to be more efficient and creating improved processes. The customer experience is of high importance to me and I strive to find ways to ensure the customer is taken care of and feels valued by the company.▶ DELIVERED RESULTS➡ Directed build out of contact centers in England and the Philippines in-person and remotely. Collaborated with onsite leadership and trained on metrics-based standards and processes. ➡ Saved over $8K per month in gift card production errors assessing individual competencies, training members on technical components, segmenting team into strength-based roles, and promoting a team lead to offer additional valued guidance. ➡ Enabled $1M in annual savings integrating Element payment services into Vantiv planning and executing detailed project milestones. Travelled to onsite contact center to learn system, people, and processes. Ensured advisors and staff were trained prior to process absorption and launch. ➡ Boosted adherence goal to 90% within 30 days of implementing a coaching plan and directing leadership through clear expectations of staffing and schedules. ▶ VALUE I BRING• Ability to identify gaps in processes and use analytical reasoning to produce solutions.• Building positive relationships with internal and external stakeholders. • Working closely with direct reports and supporting the efforts of my team in reaching goals.• Ability to mentor team members at all levels of the organization.• Served as co-chair for Women of Worldpay, a professional networking group. • Sense of humor!Global Operations | Customer Success | Call Center Director| Customer Support | Payments | Technology | Human Resources | Accounts Management | Team Development | Strategic Planning