• Helped lead an international team of 22 Workforce and Speech Professionals supporting nearly 2,500 front-line and back-office agents across nine different business units (including HR, IT and hub services) within Cardinal Health supporting multiple media types• Managed the implementation process for new teams joining the Workforce and Quality Center of Excellence, and brought Workforce Optimization and Speech processes to five new business unitsManaged vendor relationship with Verint• Primary Operations liaison to the Cardinal Health Contact Center Technology team, increasing effectiveness of both teams• Innovatively worked with our IT teams to develop a new aged case process that helped to reduce the Case Work in Progress in the Medical Business from 14,000 cases to 2,500 - estimated cost savings for this improvement was $600,000• Workforce lead in helping stand up the Medical Businesses Skill Group Update, which transformed the way Cardinal Medical Customer Service processes and manages work - this update has been credited with winning several million dollars of new business for Cardinal Health• Transformed the Speech and Desktop Process Analytics team from a team who “waited for requests” to a team that is driving discussion and business process improvements throughout Cardinal Health• Directed the team through a continuous learning process by instituting learning sessions lead by subject matter experts within the team• Guided capacity planning team to make recommendation for reduction of back-office teams based around expected automation and removal of outsourced contractors

• Built the Workforce Program for Sonexus Health, a Cardinal Health Company• Program originally consisted of 13 teams and over 400 agent grew to 30+ teams and over 600 front-line and back-office agents• Support provided allowed for better understanding of headcount needs, allowing for programs to consistently make SLAs which had not been done - saving the Sonexus Health many large fines due to their ability to make SLAs• Program service levels improved by up to 15% after WFM support was provided• Built teams pages to communicate, host SOPs and engagement forms for support• Conducted Daily or Weekly meetings with support teams to provide data insights into KPIs and potential performance gaps• Developed Workforce KPI for the Sonexus Health Business, which became the standards for all Cardinal Health businesses• Acted as the Verint WFM subject matter expert for all of Cardinal Health• Developed and led training for all new programs, becoming the standard training for all new programs at Cardinal Health

• Accountable for ensuring accurate data and schedules for ~65 employees daily, weekly and monthly• Managed Workforce, Quality, Reporting, and Voice of Customer programs• Created metrics reporting to help understand calls and work coming into the HR Service Center, including monthly Executive Dashboard for all of HR Services that reported up to the SVP• Developed and managed Voice of Customer Survey, including process of closing the loop to ensure all surveys results had a result in improvement• From an Operations standpoint, led project to upgrade IVR (UCCX to Genesys) and Case Management System (TSRM 7.4 to IBM Smart Cloud 7.6)• Implement IVR process change, reducing benefit calls by 40%• Primarily managed the relationship between the HR Service Center and IT partners• Partnered with HR compliance team to develop a SharePoint site to track SOX audit issues to ensure completion• Three-time HR Spotlight Award Winner for Teamwork and Innovation

• Managed and maintained the EIT Service Center’s Quality Assurance program for ~120 Employees• Developed and maintained the Quality Assurance Scorecard used by all teams in the EIT Service Center.• Worked with Supervisors and Managers in ensuring Quality Metrics were met• Trained Quality Assurance expectations in New Hire Training.• Provided coaching to analysts around meeting Quality Expectations. • Worked with the Workforce team to develop reporting around AHT.• Completed daily, weekly, monthly, quarterly and yearly reporting around Quality metrics and Client Satisfaction.• Took part in Kiazens to develop a new Client Satisfaction surveys for all of EIT and the HR Service Center.• SharePoint site admin for the EIT Service Center’s Portal page.• Spearheaded the implementation of a Gamification system in ServiceNow which was implemented for all the EIT Service Center.

• Lead a team of 19 direct reports for Axway Server Migration Project.• Created and presented Business Objects reports for the Axway Server Migration Project.• Created and maintained a SharePoint site for the Axway Server Migration Team.• Created and maintained SOP (Standard Operating Procedure) documents for Axway Migration Project.• Maintained attendance and performance records for direct reports.

• Processed and maintained cases from a group mailbox and Clarify for both CSOS (Controlled Substance Ordering System) and Interface requests.• Created and maintained a SharePoint site for the CSOS Implementation Team.• Created and maintained SOP documents for CSOS and Interface eCase process.• Conducted training for new members for EDI and CSOS eCase.• Performed case escalations by contacting the proper Tier 2 teams.• Created and maintained Business Objects and Excel reports for both the CSOS and Interface Team.• Created and presented the monthly CSOS business report to stakeholders.• Point of Contact for numerous CSOS multi-site projects.• Participated in a Kaizen Event that resulted in changing how requests are submitted and tracked for all CSOS and Interface Requests.• Provided support by phone and email for CSOS and Interface requests • Provided support for customers for CSOS Order Failures by researching the issue in Cyclone and with customer interaction.• Installed CSOS and troubleshoot issues with the install on the customer’s computer, in Cyclone Axway and in EDI Renamer.