Responsible for enriching our associate’s working experience by delivering innovative solutions and exceptional service. Work globally with a team whose scope includes business continuity, facilities and food service operations, office safety administration, landscaping and janitorial services, among others. Manages two site budgets totaling ~$7M annually. Strategically work to develop two teams in Norfolk, VA and Carmel, IN which consist of people managers, individual contributors, and approximately seventy 3rd party vendor employees.

Engaged with senior business leaders and others as appropriate to ensure optimal levels of services are effectively and efficiently delivered throughout the specific business areasDeveloped, recommended, approved and/or managed processes, procedures and operational practicesContinuous evaluation and implementation of operational and/or business process improvementsManaged and assessed current workloads for internal / external resources Oversaw management of vendor relationshipsEstablished, monitored and reported site, functional and/or operating budgetsManaged performance and development of associates in the group and ensured effective performance management of each team member

Managed a team of ten associatesFacilitated team meetings, coaching sessions with associates and formal assessment trainingCo-managed the Retirement Plan Core and worked with cross-site counterparts to ensure consistency in processes and expectations

Outward Telemarketing Vendor ManagerManaged all aspects of external telemarketing vendor including campaign education, invoicing, quality and customer service.Conducted weekly listening sessions both on-site (North Dakota, New York and New Jersey) and in Wilmington to address quality control and provided feedback.Conducted local on-site visits weekly (New Jersey) and non-local monthly (North Dakota and New York).Wachovia Conversion Team/Business Lending Project ManagerSuccessfully managed the development, installation and testing of an in-house credit decisioning and pricing platform.Selected to participate in on-site education and management of portfolio acquisition in Atlanta, and conversion of second largest commercial account conversion in MBNA business card history.Converted over 150,000 active accounts with a net spend of $1B.Section Manager – Business Card Customer SatisfactionManaged the efforts of a team of 14-18 account managers in a fast-paced high volume call center environment.Primary responsibilities were to oversee education, performance, conduct, provided monthly incentive feedback and career pathing.Wrote and administered bi-annual performance appraisals.