Appointed to review operation of the County employee merit system and recommend policies for its operation. Hear and decide appeals and disciplinary actions.https://www.jacksongov.org/Government/Boards-Commissions/Merit-System

Leadership of Customer Care operations serving the health and dental insurance needs of U.S. Government employees and their families and support for Healthcare and Mental wellbeing Providers.Cross-functional Leadership of people, process, and technology with strategic emphasis of QA, digital and social media support, new hire learning and development and our Customer Experience teams.Chair - DE&I Employee Resource Group serving our Hispanic employee population, leading learning initiatives for internal stakeholders, and initiating growth opportunities in our local Kansas City community.

Implementation and strategic leader of shared services teams comprised of finance, customer service and sales support in US and Canada. Enabled business growth and efficiency in the overall internal and external customer service delivery by incorporating the Voice of the Customer, internal analytics and, at times, gut instinct. Continual promotion of diversity in our matrix business culture. Organizational design and implementation of centralized business service teams. Talent Acquisition, training, retention and engagement of new organizational structure while enabling culture evolution. Development of future leaders in areas of customer service, sales and finance businesses within the organization.

Strategic leadership of site contact center operations within a matrix environment of customer service, QA, IT, finance and sales management. Local employee relations and human resource functions inclusive of recruiting, hiring, performance management, organizational development and functional design.Leadership of staff totaling 120+ within performance based job descriptions and expectations of the their positions. Liaison between Customer Management, Information Systems, Business Analyst’s, Quality Assurance and Training to achieve synergy of processes, training, efficiency and ultimately, customer satisfaction.Completion of site closure due to consolidation in May 2014.

Leadership of Customer Service Operations and Sales Operations Administrative staff in Kansas City and Eden Prairie, MN. Strategic planning to successfully achieve third party customer satisfaction survey scores and service level metrics while maintaining local and national reputation of our organization. Development of processes and procedures to effectively manage staff and achieve success with seamless implementation of new customer volume while decreasing overall costs by $110,000 annually. Maintain Federal and State Regulatory training and practices in accordance with DEA requirements for wholesale pharmaceutical distribution.

Client service operations leader of functional teams: call center, data entry and help desk support. Successful transition of team processes utilizing BPO best practices and with partnered leadership of our India based team. Project implementation including recruitment, training and development of internal operations team totaling 100+ personnel BPO development and successful transition of operations leading co-management and partnership with our India team for 1 yearCollaboration with our non-profit customer to ensure all Service Levels for Customer Service, HIPAA and NCQA compliance; JHACO accreditation process team member for web and data