• Program & Project Management: Partnered with tech startups and software firms to devise and execute strategies that boosted customer satisfaction and retention. Managed CRM system implementations and led Net Promoter Score (NPS) survey initiatives to assess customer sentiment. Oversaw product and service offerings to ensure alignment with market needs and developed KPIs to monitor and enhance performance. Championed employee engagement initiatives to build a motivated, high-performing team environment.• Leadership & Employee Development: Designed and implemented leadership training programs to develop team management skills and drive company objectives. Formulated strategies to improve employee engagement and satisfaction through feedback mechanisms, recognition, and a positive workplace culture. Advised on refining performance management systems to align employee goals with organizational objectives, providing regular feedback and growth opportunities.• Customer Success & Feedback Integration: Established customer success programs aligned with business goals to ensure customers achieved desired outcomes with products and services. Monitored KPIs related to customer success, such as satisfaction, retention, and NPS, and provided recommendations for improvement. Created processes to integrate customer feedback into product development, service delivery, and overall strategy to meet evolving customer needs.

• Operational Leadership: Led operations across customer success, project management, and product teams, managing a portfolio of global clients with exceptional results.Customer Satisfaction: Achieved a 96% satisfaction rate through operational enhancements and continuous performance improvement.• Business Development: Grew the customer portfolio by 164% in two years, leveraging cross-functional collaboration and client-centric solutions.• Project & Product Management: Directed the full project lifecycle, including CRM administration and Jira tracking, ensuring alignment with business and client needs.Data-Driven Insights: Monitored KPIs to identify areas for improvement, driving operational efficiency and excellence.• Human Resources & Workforce Management: Spearheaded workforce planning, talent acquisition, and employee development strategies, ensuring the effective allocation of resources across cross-functional teams. Fostered an environment of continuous learning and development, which enhanced team performance and engagement. Managed performance reviews, compensation analysis, and employee relations to maintain a high-performance culture aligned with organizational goals.• Policy/Procedure Development: Developed and implemented comprehensive HR policies and procedures, ensuring compliance with regulatory requirements and alignment with company objectives. Standardized operating procedures across teams to improve efficiency, accountability, and operational consistency. Established frameworks for onboarding, training, and performance management that supported organizational growth and scalability.

• Team Leadership: Managed a team of 40+ contact center professionals, including quality coaches and team leads, ensuring exceptional service delivery and operational performance.• Infrastructure Development: Improved customer service response times by 20% through the implementation of advanced chat software and call center systems.• Workforce Management: Optimized scheduling and staffing strategies, improving service coverage and operational efficiency.• Employee Development: Delivered workshops that boosted employee engagement by 25% and reduced turnover by 30%, cultivating a more motivated workforce.• Client Relationship Management: Fostered client relationships that led to a 95% satisfaction rate and a 15% increase in client engagement.

• Operations Management: Oversaw daily campus operations, including budget management, staff supervision, and administration, achieving a 10% reduction in operational costs.• Student Success & Retention: Implemented retention programs that increased course completion rates by 20%.• Admissions Growth: Led marketing efforts that resulted in a 40% increase in admission inquiries and significantly boosted student enrollment.• Community Engagement: Fostered partnerships with local organizations, contributing to improved student satisfaction scores (8.5 out of 10).• Admissions & Marketing: Led admissions efforts and marketing initiatives, resulting in a 40% increase in admission inquiries and higher student enrollments.• Budget & Resource Management: Managed the campus budget, achieving a 10% reduction in operational expenses.

• Team Leadership & Development: Created and managed a high-performing 40-person Client Services department, coaching and developing team members to ensure exceptional service delivery. Established new KPIs to track performance and drive continuous improvement.• Customer Success Department Creation: Established and led a new Customer Success department, defining strategic goals, processes, and metrics to enhance customer engagement and retention.• Operational Excellence: Enhanced team efficiency by 20% through streamlined processes and improved resource utilization.• Customer Satisfaction: Achieved a consistent NPS score of 9 by managing customer relationships and delivering tailored solutions that met client needs.• VoIP & CRM Enhancements: Implemented advanced VoIP solutions and optimized CRM systems, resulting in a 15% improvement in communication efficiency and a 25% increase in CRM data accuracy, thereby enhancing overall team productivity and customer engagement.• Data-Driven Improvements: Monitored KPIs, analyzed performance metrics and implemented initiatives to optimize resource utilization and cost efficiency.

• Leadership & Development: Directed a team of 115 training professionals to deliver comprehensive training programs to over 10,000 state government employees, contractors, and vendors, achieving a 98% program completion rate.• Process Improvement: Utilized LEAN methodologies to streamline training development processes, procedures and policies, resulting in a 30% reduction in training delivery times.• Employee Training & HR: Oversaw recruitment, onboarding, and performance management for learning and development teams, ensuring alignment of human capital with organizational strategic goals.• Evaluation & Feedback: Implemented a robust feedback mechanism to drive continuous improvement in training programs, achieving a 95% satisfaction rate among stakeholders.• Budget Management: Managed the training budget effectively, optimizing resource allocation and ensuring cost-efficiency while maintaining high-quality program delivery.• Training Support Management: Managed a training support team responsible for administering the state Learning Management System (LMS), ensuring effective system operation and user support.

• Led the Training Solutions team, providing comprehensive customer service, training logistics support, training evaluation reporting, and training device support• Managed the processes, procedures, techniques, and equipment used in training over 10,000 state personnel, contractors, and vendors• Oversaw a team of 10 Training Support Specialists and Administrative staff, responsible for customer service, training logistics, and training systems technologies support• Assembled monthly survey data for training evaluations and service reporting• Administered a weekly competency-based training metrics dashboard for executive leadership• Ensured governance and maintenance of HRIS, Learning Management System (LMS), and Training Intranet SharePoint websites• Conducted training sessions for new hires and facilitated cross-training exercises with experienced workers• Organized and edited training manuals, multimedia visual aids, and educational materials• Effectively communicated learning objectives, performance expectations, schedules, and training assessments to upper management• Analyzed the effectiveness of training programs across all levels and provided recommendations for updates and improvements• Evaluated the success of training programs and proposed enhancements to enhance their effectiveness• Coordinated ongoing technical training and personal development classes for staff members.

• Team Leadership & Coaching: Supervised the National Escalations Center, focusing on enhancing bank center location customer experience and team performance through regular coaching and mentoring.• Operational Compliance: Collaborated with banking centers to ensure strict adherence to compliance policies and operational standards, mitigating risk and ensuring regulatory alignment.• Customer Satisfaction: Developed strategies to improve service quality, leading to increased customer satisfaction and more efficient resolution of escalated issues.

• Team Leadership & Development: Led and coached two consumer lending bank underwriting teams within a high-volume customer service environment (call center), consistently achieving productivity and quality objectives.• Workforce Management and Capacity Planning: Developed and implemented effective workforce management strategies, including needs assessments, performance reviews, capacity planning, and cost/benefit analyses, to optimize call center operations.• Risk Management & Compliance: Ensured adherence to regulatory compliance through diligent monitoring and audits, safeguarding against potential operational risks.• Process Improvement: Fostered a collaborative and high-performing team environment, implementing process improvements to enhance underwriting efficiency and accuracy, and acting as a subject matter expert on underwriting guidelines and lending policies.• Crossteam Collaboration: Collaborated closely with AML, underwriting solutions, and risk management teams to address and mitigate potential risks, enhancing overall compliance and operational effectiveness.

• Instructor | Curriculum Designer responsible for facilitating the Certificate of Completion (CCL) in Quality Customer Service course.• Developed a comprehensive course series covering Customer Service, Teamwork, Communication Skills (written and verbal), and Professional Development.• Conducted Rio Salado College-endorsed training on Quality Customer Service, financial counseling, credit law, and job skill refresher training.• Led the development and administration of an employee onboarding and training program for a high-call-volume financial counseling call center.• Designed instructional materials and established a robust course curriculum.• Maintained accurate trainee personnel records and conducted evaluations to measure training effectiveness and gauge trainee progress.• Collaborated with the Training Director to recommend appropriate changes to learning content.• Ensured the training intranet website served as a comprehensive resource, housing procedures, policies, and relevant training materials.• Provided financial counseling expertise and guidance during training sessions.• Demonstrated strong communication and presentation skills to effectively deliver training content to diverse groups of trainees.• Received positive feedback from trainees for creating an engaging and impactful learning environment.• Consistently met or exceeded training objectives and performance metrics.• Acted as a subject matter expert, staying updated on industry trends and best practices in customer service and financial counseling.

• Project Manager with expertise in implementing projects within the IBM AS/400 and FDR systems environment to support Card Marketing, Risk Management, and Enhancement Services.• Proactively assessed project implications on internal systems, operations, processes, and programs to identify potential challenges and mitigate risks.• Developed and executed comprehensive project communication plans, ensuring effective and timely dissemination of information to stakeholders.• Generated project status and compliance reports by gathering, analyzing, and summarizing key information and trends, providing valuable insights to senior management.• Demonstrated strong project management skills in managing project execution, ensuring strict adherence to budget, schedule, and scope.• Led cross-functional project teams, fostering collaboration and ensuring alignment with project objectives.• Implemented project management best practices, methodologies, and tools to drive project success.• Monitored project progress, identified and resolved issues, and managed changes effectively to ensure project milestones were achieved.• Utilized strong analytical and problem-solving skills to identify and mitigate project risks and drive continuous improvement.• Collaborated closely with stakeholders, including internal teams and external vendors, to ensure successful project delivery.• Successfully delivered projects on time and within budget, meeting or exceeding stakeholders' expectations.• Demonstrated excellent leadership and organizational skills, effectively coordinating resources and managing project priorities.• Received recognition for consistently delivering high-quality projects and exceeding project goals.

• Credit Risk Prevention Consultant specializing in risk assessment and analysis, with a focus on identifying, describing, and estimating risks associated with small business products.• Actively participated in the audit program, conducting operational, financial, and compliance audits at the Phoenix, Arizona operations center.• Performed regular quarterly audits and conducted special audits of systems, records, and transactions to ensure compliance with established policies, procedures, and federal, state, and local laws and regulations.• Demonstrated a strong commitment to driving effective and compliant business strategies as a valued member of the Risk Control Department.• Utilized expertise in risk assessment to identify potential risks and develop risk mitigation strategies.• Conducted thorough analysis of business processes and controls, identifying areas for improvement and implementing solutions to enhance risk prevention.• Collaborated with cross-functional teams to implement risk management best practices and ensure adherence to compliance standards.• Provided guidance and recommendations to senior management on risk prevention strategies and regulatory compliance.• Stayed updated on industry trends, regulations, and best practices related to credit risk prevention, incorporating new knowledge into risk assessment processes.• Prepared comprehensive audit reports, documenting findings and recommendations for improvement.• Developed and delivered training programs on risk prevention and compliance to enhance organizational awareness and adherence.• Demonstrated strong analytical and problem-solving skills, effectively identifying and addressing potential risks and issues.• Received recognition for maintaining high standards of compliance and contributing to the overall risk prevention efforts of the organization.

Honorably served in active duty status with the US Army 82nd Airborne Division Rapid Deployment Force as a member of a Sapper element specializing in parachute assault operations into denied areas; providing expertise in areas such as mobility, counter mobility, survivability, demolitions, reconnaissance, and topographic survey techniques.