Manages impactful investigations either within the local service area or in partnership with other BBBs, and when appropriate, relevant government agencies. Sharing information with media, law enforcement, and the public via rating deductions and alerts on business profiles on BBB.org.Oversees BBB Scam Tracker locally, reviews unpublished entries, and publishes confirmed scams or reassigns them as necessary. Researches Scam Tracker reports for possible patterns and potential investigations. In another capacity, copywrites all BBB's business-facing content and reviews/proofs other content as needed.

Investigations Administrator - identifying and conducting investigations into companies that may affect consumers. Including research, review, documentation, and outreach with businesses, consumers, and government agencies, municipalities, law enforcement, and more as needed. Marketing Administrator - responsible for all copy and content creation. This includes all outgoing email communications, letters, marketing copy, custom text on Business Profiles, and more.

Copy writing and content creation for company communications, marketing initiatives and social media. Investigate and review Government Actions against Connecticut-based businesses. Create custom text for BBB Business Profiles to alert consumers.

Instrumental in restructuring and streamlining the vetting process for Accredited Businesses. Managed a team of researchers to thoroughly investigate businessess and their principals applying for BBB Accreditation. Working with a team of Specialists to identify and reach out to those businesses who demonstrate the standards of integrity and ethics in the marketplace. Investigate and research accreditation applicants to ensure that they meet all BBB Standards for Trust and abide by the BBB Code of Business Practices.Verify that each business and/or their principals are fully compliant with all the state and federal licensing and regulatory requirements for their industries. If necessary, assist them in contacting the appropriate government agency to obtain the required licensing. Configure and maintain BBB database to ensure that the information published is current and accurately represents each business and its principals.

Creating custom training materials and providing on-site employee training in Business Communications.Consulting and Mentoring local small business owners in the use of social media to interact with their customers and cultivate new business.

Managed new client process from initial coordination to implementation and Training. Guided process and configured software to client specifications. Designed and documented company SOP’s as well as Software User Manual and Online Help Content.

Created and delivered all training materials from New Hire to Refresher and Compliance Training. Responsible for design and content of SharePoint Customer Service Intranet - Maintained a CS Knowledgebase, defined and documented all CS procedures, voice scripts and email/correspondence templates.Managed a joint project with Marketing and Legal groups to develop scripting designed to improve the Customer Experience.

Managed a team of Analysts responsible for assessing Quality of calls and emails for 100+ Customer Service Reps.Defined a collaborative coaching program between the Quality group and CS Supervisors.Developed an email training program and user-friendly email templates to ensure consistency and accuracy.

Created and managed a team responsible for 2nd level escalations - Responding to Client issues, BBB and AG complaints and Legal requests. Tracked volume and trends in customer communications to provide upper management with monthly and annual reports.

Handled first level escalations - both calls and emails. Provided OJT for New Hires.

Responded to Phone and Email contacts in a 100+ CSR inbound call center.

Managed two Tax offices simultaneously. Responsible for all Personnel issues including scheduling, system and OJT training and yearly performance reviews. Taught 11-week Basic Tax Prep course and Advanced Seminars for experienced Tax Preparers.Represented clients at IRS audits.