•Manage contact center for Direct Bill and New Account Set-up teams.•Successfully restored and maintained performance of existing Billing team; improved team performance from does not meet to meeting or exceeding every metric within 12 weeks.•Actively engaged in 6-month shutdown of Western Service Center, taking on leadership of additional teams to support other lines of business.•Created monthly educational programs to support employees throughout their transition into new roles. •Designated Western Service Center Employee Engagement Leader.

• Managed on-site and remote Payment and ACH back-office research teams• Risk Operations Team Manager for Fraud Initiation inbound call center• Associate Engagement Leader responsible for redesign and implementation of monthly associate satisfaction programs. • Designed and facilitated associate and manager development initiatives to improve performance.

• Managed seven exempt teams with total of 100+ employees in an inbound call center with both service to sales and adverse action functions• Defined performance expectations, established monthly sales goals, led staff development and evaluated performance• Created Peer Leadership Program to mentor and retain new employees• Planned and executed activities designed to maintain a positive climate and keep associates actively engaged during a 6-month merger and systems conversion• Designated leader to coordinate philanthropic initiatives on behalf of the firm

• Coordinated recruiting, hiring and training of new employees into inbound customer service call center• Directed a team of exempt training and recruiting managers• Staffed and maintained a temporary employee unit designed to provide seasonal support and 90-day recruiting resource• Headed department retention efforts reducing annualized turnover by 23% over a two year period

• Instituted internal support unit, centralizing multiple administrative functions, for a customer service unit of 600 employees.• Streamlined payroll entry and audit process which substantially increased accuracy.• Designed database to house employee entitlements improving tracking and reporting capabilities, recovering over $52,000 in overpaid entitlements upon implementation.• Handled system administration and quarterly access audits.• Managed multiple rewards and recognition programs, designing, implementing and tracking results.• Conducted a 5-month pilot to establish justification for an inbound service to sales initiative.• Achieved Corporate Award recognition for building a department from the ground up.