 Executive legal team member leading firm-wide strategic planning with focuses on culture, growth, revenue, performance, process improvement, and client satisfaction initiatives targeting annual goals and objectives Leading and managing a high-performing call center (Intake team) utilizing key performance indicators (KPIs) and business intelligence Developing and maintaining an effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision Improving conversion rates, improving call performance, increased use of resources, an adaptation of new proven technologies to increase efficiency, and achievement of metrics Working with call center software, phone systems, and digital customer interactions Coordinating all omni-channel workforce management functions  Coordinating analytic, strategic and technical resources to meet client expectations and ensure satisfaction

 Demonstrates technical expertise to interpret reports, analyze data, and recommend solutions. This is accomplished by interacting with multiple data sources and applying quantitative analysis to analyze the data. Results are built into solid business cases that justify business decision making Analysis of multiple data-sources including SAS, Salesforce, Avaya, and WFM software to identify problems, recognize the root causes, and identify multiple potential or innovative solutions to problems Supervise the development, testing and implementation of daily, weekly, monthly, and ad hoc reports that enable data driven business decisions Design and document reporting requirements as defined by the business including staffing requirements for omni-channel support across three international contact centers  Lead report specific project activities including prioritizing, developing schedules, determining resources, preparing plans, data and documentation, and resolving issues Salesforce administrative responsibilities include training users on product and product evolution, communicate with product owners/designers on users experiences, troubleshoot user issues, innovate user experiences by identifying use cases  Collaborate with management and staff in the development and implementation of all projects and/or initiatives related to operational goals and/or process improvement directives

 Own operational production and workforce management aspects within 300+ FTE call center Lead and developed across a team of 11 supervisors in a fast-paced rapidly changing environment Allocate call center resources daily to strategically drive 20+ simultaneous outreach call projects in order to meet toll-gate and final goals  Assess project health daily then effectively communicate statuses across the organization Establish operational dashboards to enable leadership with visibility to drive performance and quality Maintain two-way communication channel with multiple departments including quality assurance, compliance, and client relations to action necessary process and performance improvements

 Owned all performance and quality outcomes for multiple lines of business within 24-hour contact center; including premium customer support, account security and risk, and business to business Led, motivated, and developed a team of Operations Managers within a time-sensitive and demanding environment to deliver on operational KPIs and SLAs Indirectly responsible for 180 employees and 15 supervisors Led monthly all-hands meetings for contact center supporting 500+ FTE's Partnered with stakeholders across the global organization in creation of quality initiatives, process change initiatives and other Lean initiatives to meet and exceed contact center business plans  Full P&L accountability for operational readiness, boosting employee morale, increasing performance levels, managing cross-functional teams and delivering training and coaching initiatives Responsible for monitor contact center capacity planning, new hiring and attrition rates

 Senior leader responsible for driving continuous improvement strategies across a group of 25 managers Partnered daily with director team on operations strategy and execution plans to drive change and continuous improvement  Collaborated within project team to lead leadership and development workshop for operations managers on quarterly basis Supervised 10-15 academic counselors responsible for 4500 customer accounts  Provided direction and leadership to staff; guided and coached staff in the completion of their day-to-day responsibilities and ensure that established policies and procedures are followed Handled interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff Developed and maintained all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement Directed staff to ensure duties are performed according to departmental performance standards Utilized call routing and staffing applications such as Verint Impact 360, Salesforce, Avaya, Business Objects and other intranet tools Lead team meetings and ensuring that all team members are adequately informed of policy and procedural changes and provide a forum for counselors to provide input to the senior leadership team

 Supervised 10-15 academic counselors responsible for 4500 customer accounts  Provided direction and leadership to staff; guided and coached staff in the completion of their day-to-day responsibilities and ensure that established policies and procedures are followed Handled interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff Developed and maintained all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement Directed staff to ensure duties are performed according to departmental performance standards Utilized call routing and staffing applications such as Verint Impact 360, Salesforce, Avaya, Business Objects and other intranet tools Lead team meetings and ensuring that all team members are adequately informed of policy and procedural changes and provide a forum for counselors to provide input to the senior leadership team

Adirondack Park Invasive Plant Program - terrestrial and aquatic invasive species management - APIPP’s role is to serve as a clearinghouse of information, a coordinator of action, and a communicator of needs for invasive species issues affecting the Adirondack region

Hewitt’s Garden Centers, Inc. is a company that specializes in providing garden-related products, service, and information that are unrivaled. With eight stores located in the Capital Region of upstate New York, we are the fifth largest independent retail garden center in the country. After 50 years in the business, our methods and products have stood the test of time. We are proud to offer this site as an information source to the home gardener