Assisted service team with CRM clean up, scheduling, and resolving of cases – identified areas of opportunity. Created and published a monthly Service Huddle Newsletter.Partnered with the CRM team to improve CRM ease of use, functionality, case routing, and case type.Collaborated with the service team for various communications.Moderator for Act Now, ensure SME groups respond in a timely manner.Collaborated with Service Leadership on corporate escalated complaints.Identified areas of opportunity in service process improvement.

Identified different sets of tasks for various work streams and initiatives.Built and managed various task files for the field users and master files for tracking.Communicated and coordinated monthly releases of new locations and tasks.Lead calls with the field and functional groups to drive engagement during initiatives. Monitored the execution of initiatives and provided appropriate clarifications and or communication to the field teams.Moderator for Act Now, ensure SME groups respond in a timely manner.Developed metrics and updated the Operations and Functional teams' progress. Identified and escalated issues - worked with the core Operations leadership team for resolution.Assisted in developing training to better engage field staff and drive the partnership.Created communications on various initiatives.Liaison between Service, Distribution, Customer Engagement, and Operations teams. Support internal communications to ensure engagement of the field with functional operations directives and partnerships.

L.iaison between the field workstream team and the field during the rollout of the new business model. Coordinated the execution of activities to enable a successful rollout of the new field structure.Developed site readiness checklist tracking and task files with preparation tasks for a successful transition. Conducted calls with the field staff pre and post-go-live.Identified areas of opportunity based on field leadership feedback.Monitored the execution of the tasks and provide clarifications.Developed metrics and updated the Field workstream and Operations Lead on progress and escalated issues.

Co-lead Convenience Pay Program- implementation and manage project. Manager and Administrator of Net Promoter Score (NPS) program and Dashboard.Oversee the corporate escalated customer complaints and social media websites to ensure resolution, including responding to the Better Business Bureau complaints. Implement, track and measure the customer loyalty process. Report results monthly and quarterly to executive leadership.Conduct random quality assurance review of phone calls and provide feedback to the leadership team.Identify, train and support customer experience challenged locations and implement an improvement plan.Work directly with the Customer Service and Sales Training team to triage locations identified for improvement. Utilize the Customer Care Line response and root cause reports to identify trends.Direct relationship with the leadership team at our Customer Care Line and Emergency Communication Center.Manage Customer Contact Experience (CCE) performance and conduct root cause analysis for locations performing below target.Perform the customer advocate role in the organization when discussing customer impacting processes.Accelerated Leadership Program - Class of 2018Specialties: SAP, Microsoft CRM, STARS, Lotus Notes

Oversee and manage escalated customer complaints to ensure resolution. Identify root causes of customer issues and make recommendations to appropriate departments/teams for system and/or process improvements to improve customer impacting processes that drive customer complaints. Track customer complaints by location to identify areas requiring improvement. Work with Customer Sales and Service Training team to triage locations that have been identified for improvement. Manage, resolve and respond to the Better Business Bureau, Attorney General and state agency complaints. Implement, manage, track and measure the customer loyalty survey process and report results monthly for the Net Promoter Score (NPS) program. Perform the Customer Advocate role in the organization when discussing customer impacting processes.Influential team member of, including but not limited to Customer Journey Mapping, Customer Online Experience, Customer Online account Advisory Board, Customer Experience enhancement teams, Disaster Recovery TeamCo-lead Convenience Pay Program- implementation and manage project. Administrator and Manager of NPS programAccelerated Leadership Program - Class of 2018Specialties: Microsoft CRM, STARS, SAP, Lotus Notes

Prepare confidential documents, invoices, requisitions and expense reports.Prepare documents for reporting purposes using Microsoft Excel, Access, and PowerPoint.Schedule and coordinate internal and external meetings and events using Outlook Calendars.Assist with reorganization of market structure and acquisitionsPlan and organize regional meetings with operations and sales forceAssist with Retention PlansAssist with monthly regional financials

Posted payments to customer’s accounts.Reconciled customer accounts with communication to customers, districts and other departments throughout the company.

International & Domestic Corporate Travel ArrangementsQuality control & TicketingExtensive training in Customer Service & Communication Skills