Awards since starting this role: • July 2023 Summit Club• October 2023 Summit Club • November 2023 Above and Beyond Discretionary Bonus for complex billing audit for multiple high value, high risk clientsResponsibilities: • Manage the client relationship for multiple high value projects for our professional services team. • Provides accountability by routinely pulling audits and preparing reporting data to our operations team to highlight opportunities that could impact client satisfaction. • Prepares data and executive level power point slides to showcase our success across the month or quarter for regular Business Review calls with our clients. • Completed intricate billing audit for multiple high value and high risk clients resulting in over $2,000,000 in unrealized revenue and provided oversight to ensure that revenue was processed accurately to the client within 30 days or less. • Partner across teams to provide solutions for our high value, high risk clients. • Ensure progress is made for our customers by providing oversight to operations team activities and provide reoccurring updates on current project milestones and accomplishments. • Create training tools and processes in partnership with several operations teams in order to ensure success across the production process to meet our clients complex and unique needs.

• Worked with nationwide vendors teams to deploy managed services for enterprise customers. • Manage 7 operational teams and engaged their leaders to help empower the frontline teams.• Collaborate with international contractor teams to offset onshore team staffing constraints• Solve operational problems by creating strategic through data analysis and multidirectional feedback• Entrusted with multiple high value, high risk clients and expected to provide white glove treatment to ensure we exceed client expectations.• Create a teamwork environment and elevate the employee skill level to drive success through process improvement.• Managed a quality audit team which was the primary point for validating every action done prior to the day of install, and coordinate with border partners to ensure the sites that go to our day of job team for tracking is going to stand the best chance of a first-time success. • Selected to lead and coordinate the Fun Committee going forward to help support a Great Place to Work atmosphere for our global organization. • Our highest volume client, we ran 478 sites in a week to help usher the Dunkin’ Brand’s project to resolution. This project was responsible for adding net revenue of more than 2 million dollars monthly reoccurring charges, which yields a 28-million-dollar value per year toward the company’s revenue. • Arranged the onboarding training for FSO from creating the onboarding schedule, planning guest speakers or video recordings of executive team members, and aligning process guides as well as carrying out the instruction to the classes.

• Manage a team of 12-22 Project Coordinators who handle expediting the techs in the field and securing a successful site migration on multiple sites per day. • Our team has been chosen to pilot multiple projects and processes from aiding in a financial audit, to our newest standardization efforts through Kronos as well as intensively piloting the Orion and Office Track tools. • Trusted to handle multiple high value, high risk clients and created processes to provide white glove treatment for VIP clients or projects that require more intimate process knowledge to satisfy client demands.• Managed the verification team which was the pivot point for validating every action done prior to the day of install, and coordinate with border partners to ensure the sites that go to our day of job team for tracking is going to stand the best chance of a first-time success. • Selected to lead and coordinate the Fun Committee going forward to help support a Great Place to Work atmosphere for our global organization. • Assisted with auditing business to business contracts for the past 10 years, in order to ensure that the organization was billing the correct dollar amount per project and capturing the appropriate revenue per client. • At our peak performance, we ran 478 sites in a given week to help usher the Dunkin’ Brand’s project to resolution. This project was responsible for adding net revenue of more than 2 million dollars monthly reoccurring charges, which yields a 28-million-dollar value per year toward the company’s revenue. • Arranged the onboarding training for FSO from creating the onboarding schedule, planning guest speakers or video recordings of executive team members, and aligning process guides as well as carrying out the instruction to the classes.

• Managed a team of 14 Universal Agents who were trained in sales, billing, repair and retention. Found fun ways to motivate them to exceed department KPI’s and strive to be the top team in the center to encourage their success toward departmental goals• Led numerous conference calls while getting pilot teams up and off the ground.• Prepare monthly readouts locally to help identify our low performers, point out low hanging fruit to help team members make a turn toward being successful, and explain the actions I was taking in order to hold a particular person accountable.• Designed and led floor wide incentives as well as managed the reporting of the distribution of the prizes, along with daily and weekly reporting of which team or individual was in the lead. • Worked as a Point of Contact for certain leadership tasks for the entire Central Division on a “Clean Slate” project designed to get back to basics on quality, voice of the customer and call flow expectations. • Lead by change management based on behaviors to reach to meet the goals. • Planned projects for the good of the department which consists of 250-300 people such as creating a Resource Library for associates to get consistent answers to their questions, and created a database for associates to ask their questions and get one answer that is communicated to all associates on the floor. • Kept my ear to the ground in order to know the pulse of the business, and find ways to bring the most potential out of my team members by focusing on employee engagement while empowering the employees to strive for success beyond the KPI numbers. • As I transitioned to the Jacksonville call center I went out on maternity leave and came back with a challenging team but we went from having a 0.14% Transitional Sales Rate to a 1.33% TSR because of the consistent encouragement I provided which fostered a teamwork environment and allowed others to feel empowered by sharing best practices among team members.

• Managed a team of 15-25 associates and coach them regularly to meet company guidelines and goals. • Created training documents for new hire classes as well as continuing education refresher courses for existing associates. • Mentor sales agents and create incentive plans to entice the associates to meet conversion rates. • Develop new and innovative ways of learning, teaching and sharing knowledge with my peers and our associates by incorporating all of our resources including technology. • Pilot a new project and manage agents doing an outbound call program to customers and exceed expectations that have been set by the client. • Manage service level effectively through the use of company programs such as CMS, IEX, Citrix, Clarify, Seibel and LMS• Manage and edit the time keeping system eStart, TKS and correct daily time cards, to have them prepared for payroll. • Monitor associate phone calls at a rate of 1 per agent per week in order to be sure we’re offering our customers the best customer service possible. • Communicate with upper management and even compile skip level emails as well as excel reports, and Microsoft training documents in Word and PowerPoint.

*Manage a team of 15 - 20 associates and continually educate my associates on new and best practices to help them with their jobs. *Update associates on their stats and set action plans to achieve or exceed set goals. *Guide and counsel associates on positive behaviors as well as negatives and how I can help the associate turn a negative into a positive. *Plan projects for the good of the department which consists of 80-100 people. *Develop new and innovative ways of learning, teaching, and sharing knowledge by incorporating technology. *At times I have served as the Acting Manager when there was a vacancy on my leadership team for that position. *I have achieved the honor or being nominated as the Best of the Best and in the Circle of Excellence for the 4th Quarter 2006.

*Answering inbound phone calls from customers who have questions and concerns about an experience with Home Depot. *End those phone calls with the customer knowing that their complaint was logged and that it will be addressed appropriately. *Handle difficult escalation phone calls. *Given the authority to compensate the customers with a minimal amount of money to encourage the customer to come back again and again. *Transfer customers to the appropriate department if their complaint is not something that I have a direct result in the resolution. *Be on the phone at all times, unless scheduled for lunch or a designated break. *Volunteered for all projects and cross training opportunities in the building that were ever open.