• Serve as a project manager between different departments within operations including the customer service center, the reporting team, business analysts, and back-office processing. This includes effectively communicating business needs relating to efficiency gains and risk reduction to the project team, and assisting said team in creating and implementing solutions to the needso A more recent project example includes the regulatory mailing project. This required working with several different departments, as well as several external financial institutions, to increase efficiency and reduce risk involved in sending our customers required regulatory documents. This project resulted in over 100 work hours and over $150,000 saved annually • Create, maintain, and continuously improve reports, analysis, and visualizations. These tools bring in data from different sources and are used by the business to make staffing and budgetary decisionso Improvements to the capacity planning tool resulted in a save of over 75 hours annually and lead to greater accuracy and insight in the customer contact center staffing • Collaborate with auditors, both internal and external, to provide necessary operations resources and required information• Coordinate application update releases. This includes: being aware of updates and the impact they will have on operations, ensuring the proper resources have been assigned to testing, following up with said resources to ensure proper testing is being conducted and completed, communicating the status of the testing and updates to IT and Venerable leadership

• Served as the subject matter expert for Genesys Cloud phone system and eMite reporting application which included: helping design the interactive voice response system, building reports, UAT for voice calls, quality assurance, email, reporting, workforce management processes, assisting in all business trainings. o Asked to travel to the Philippines for implementation of Genesys to train our offshore customer service associates as well as quickly and effectively communicate any issues with the application• Imported and transformed data for analysis and reporting which was used to create reports and dashboards to communicate key performance indicators to operations leadership • Created a daily, weekly, and monthly forecast of call volume and back-office processing volume. This included analysis of the data related to the forecast• Served as backup for Workforce Management Analyst

• Answered customer and financial agent phone calls and emails to assist with servicing annuity contracts • Effectively assisted customers with their annuity contract by learning a large amount about annuities, navigate complex computer applications, quickly and accurately communicating requested information• Originally hired by Voya. Was among those selected to join the Venerable team when the company was started in June of 2018

• Worked with the store owner to make a budget to maximize profit and productivity• Headed up ordering and maintaining an inventory in a perishable goods business• Created marketing strategies to accelerate sales growth in catering as well as in store, which included helping to oversee a local sales manager and teaching guest service representatives how to up sell• Prepared weekly schedule for 50+ employees• Assisted in growing sales 10% and profits 15% by focusing on great guest services and sticking to an aggressive budget