•Successfully led a team of remote and office-based Senior Benefits Counselors supporting our most complex clients, elevating client satisfaction from Risk to Promoter across the book.•Actively pursued and collaborated on projects focused on system enhancements, process improvements, and performance measures.•Managed the hiring and onboarding of ~150 seasonal colleagues annually to support Open Enrollment, establishing structured onboarding processes for remote colleagues in coordination with IT and business teams.•Fostered a culture of open communication and constructive peer coaching, enhancing knowledge, efficiency, and effectiveness among colleagues and direct reports.•Conducted analytical research on employee benefit inquiries and investigations, collaborating with carriers, clients, and service delivery teams to provide timely resolution.•Organized and executed remote volunteer initiatives, boosting engagement among remote colleagues as the Co-Events Chair on the Steering Committee of the US & CA Remote Colleague Business Resource Group.

•Oversaw call center operations, leading a 20+ member multi-layered leadership team overseeing 350+ entry-level employees across multiple projects.•Successfully navigated team through multiple company acquisitions and C-level leadership changes.•Streamlined operational efficiencies, and directed daily protocol, including strategic planning, quality assurance, sales and retention strategies, productivity, and performance management, achieving a 41% improvement in client value performance to exceed targets within my first year of assignment.•Led the #1 ranked sales team, implementing successful cross-sales strategies and driving exceptional results.•Fostered relationships across multiple clients and geographies, enhancing customer satisfaction and expanding business. •Trained, mentored, and supported high-performing, quality-minded teams, providing regular performance reviews, feedback, and developmental coaching.•Reduced financial losses and downtime by formulating effective processes, improving New Hire Retention by 19% with an 8% improvement in employee productivity YoY to exceed P&L targets.•Collaborated with clients, project leaders, and stakeholders to define and accomplish objectives.•Partnered cross-functionally across geographies to execute successful change management of client business to onshore site.•Improved operational performance through streamlined reporting, analytics, and process enhancements.•Implemented standardized leadership models and workforce planning tools, driving increased efficiencies and cost reduction.•Successfully executed program implementations, consistently surpassing key performance measures within 45 days, exceeding 90-day ramp targets.•Trained, coached, and mentored staff, surpassing expectations during the adoption and implementation of business processes.•Collaborated with clients to develop and implement new customer satisfaction processes, enhancing efficiency and effectiveness across vendors and geographies.