• Built and nurture strong partnerships with local governments, facilitating seamless property procurement processes and aligning community interests in underserved communities.• Conceptualized and implement forward-thinking urban development initiatives, harmonizing procurement strategies with long-term community objective to drive impactful renovation projects. Conduct in-depth market analysis and demographic studies, informing data-backed decisions for targeted neighborhood improvement projects and affordable housing.

• Transformed operations technology to an integrated, virtual and multi-state cross functional team with automated intake and workflow, in less than one-year, slashing handle time by 22% with queue accountability and waste reduction.• Spearheaded enterprise-wide enhancements, pinpointing inefficiencies and implementing cutting-edge solutions to boost operational performance.• Served as Hiring Manager for Risk Management, Fraud/SIU team. • Championed Voice of Customer initiatives, fostering cross-functional teamwork in knowledge management and analytics for improved customer experience. • Managed tech vendor contracts, aligning stakeholders and ensuring procurement efficiency.Excited to have been selected for the 2022 innovation fellowship program.

• Involved in process for procurement of technology solutions of connective technology for contact center transformations and ECRM enterprise-wide integrations.• Served as technical liaison for diverse technologies including quality assurance, speech analytics, and workforce management, fostering cross-functional synergies and bridging technical gaps for operational efficiency.• Led complex contact center transformations projects, integrating multi-vendor channels, achieving 93% improvement in customer intent understanding, call reduction, enhancing support channel containment and quality throughput.• Defined and coordinated business and technical requirements, developed SDLC testing plans, and led four stages of testing with vendors, systems and SMEs to resolve defects and ensure solution alignment

• Developed a work tracking system and communication process for the new Operations Technology team, setting foundation for streamlined operations collaboration and productivity. • Produced master manuals for vendor management and technological stack administration, ensuring seamless knowledge transfer.• Notable Projects: - Led Relay text messaging pilot, improving EPD process by one day with 23% customer participation. - Upgraded Engagement Management, enhancing live chat volume and driving $230,000 in sales. - Implemented Verint Connective Technology in ServiceNow, streamlining DPA and WFO intake.

Led project for two contact center transformations. Designed framework for Customer Guide Team. Developed framework for Voice Signature with industry research. Identified and closed gaps in inconsistent use of foreign language in IVRs to improve inclusivity in non-English customer experience.

Personal Accomplishments:• Nominated as a member for entire department for process improvement team (LPT) by Senior Management. • Awarded as top moderator in the February 2016 Launch Pad Challenge. • Honorable mention(s) received for idea submitted for Protective (Consumer and Producer) Mobile App design and platform during our April 2016 challenge. • Received Smashing Barriers award for submission of a winning employee improvement and engagement idea in March 2015 Launch Pad Challenge. • Awarded for submitting an idea that placed in the Top 5 of all ideas submitted Companywide in the Protective Idea Rocket Employee Improvement Challenge.LPT is a group of innovative Insurance Administration (IA) members selected to drive and moderate Launch Pad challenges using the SPIGIT tool, Idea Rocket for IA. This group formulates topics, frames challenges and ensures that teammates are actively participating and engaging in the process. The Launch Pad platform is a critical component of the employee engagement and continuous improvement program.

Personal Accomplishments: • Created a new innovative process to improve the customer experience based on Net Promoter Score (NPS) survey results as a Customer Experience Research Member. • Quality Assurance Achievement Awards, Embrace Today Award, Standing Ovation Award, Cause of Applause Award, Manager’s Awards, Bedazzle Award (Top Sales), and Attendance Awards.• Member of the Employee Research and Engagement Panel; consulted with social media marketing team to improve the design of video(s) uploaded to the YouTube platform after rebranding. • Awarded for Process Improvements in Department Newsletter(s).• Back-up to sales and conservation teams.• Direct IA Consultant for Sales Team and Management. • Scored high percentage on LOMA280.A leadership position of high accountability requiring strong analytical and creative thinking, providing innovative solutions to complex issues (restrictions that may be product-based, system-based or regulatory) and being extremely customer focused. Analyze existing processes to develop innovative improvements to increase efficiency to improve customer satisfaction. Internal Consultant for other departments throughout the Company, External Consultant to Independent Agents, Wholesalers, Broker General Agents and Advisors.

Personal Accomplishments:• Manger’s Awards for performance, customer experience awards and honorable mentions in Company newsletters, and awarded for perfect attendance and quality.• Progressed quickly through training on all life products and cancer processes handled by the Life Contact Center-assisted all tiers in assisting customers after call center transformation project.• Took Initiatives in various projects; such as product facts and discussion points of new life products for the contact center. • Multiple Pro-Ideas selected and awarded.This position is responsible for delivering a high level of customer satisfaction on every call received from Protective Life policyholders and agents. Excellent communication and good analytical skills are required to effectively interpret the customer needs and provide service. Meet or exceed established call center, team and individual goals. Engage in continuous learning opportunities.

• Developed quality management reports, driving improvements in procurement processes and outcomes. Scheduled and coordinated prototype testing, contributing to successful product development. Coordinated customer support for part management, enhancing client satisfaction across Germany and USA.• Managed front office and procurement for OEM automotive parts, streamlining inventory processes and enhancing supply chain efficiency across Germany and USA operations.

• Held position while attending Auburn University for my undergraduate degree. • Meticulously managed freight records and floor planning layouts, enhancing store aesthetics and driving sales growth. Executed precise inventory control, minimizing discrepancies. • Analyzed procurement needs, coordinating with corporate merchandising team to align inventory with trends. • Led seasonal teams, enhancing freight operations and visual merchandising.• Recognized for my ability to exceed sales goals above my required percentage of 11% of the overall sales for Jewelry and Accessories.