-Trained and provided regular and targeted coaching to representatives via recorded and live callmonitoring, in-the-moment feedback and group sessions, with a constant focus on providingworld class client experience on every call, reinforcing client loyalty and increasing businessresults.-Leveraged a wide array of tools and resources including reporting tools, client surveys, QualityAssurance partners, Conversation Model, Situational Leadership training, career plans andemotional intelligence to tailor my coaching to each individual and maximize employeedevelopment.-Achievements include leading entire team to top performer in Customer Service Surveysthrough Medallia. The team led the network in overtime support. Provided three employees toattend our Chairman’s Club and one employee won the Walt Bettinger CEO Award.-Consistently exceeded productivity expectations, promptly addressed survey and audit alerts,and completed thorough monthly pattern-based supervision reports ensuring adherence tocompany policies and procedures as well as industry rules and regulations.-Effectively addressed outliers, continuously supported the growth and career progression ofemployees and provided mentoring to new managers, resulting in increased employee retentionand promotional opportunities.-Achieved team engagement far exceeding Nexus’ 95th percentile for the Financial Servicesindustry.-Implemented a stepped up fraud prevention program for the deep night teams across thenetwork which was implemented for all teams. Promoted a new client voice authenticationsystem, leading to a significant increase in client education and complete adoption across allservice teams in the Phoenix center.-Project management experience includes the creation and implementation of cross-teamcoaching and the improvement of the process for the handling of overnight client requests.-Created a new hire on-boarding system that was implemented July 2017 which hasdemonstrated great success.