Insellerate transforms the Borrower Journey from transaction to relationship creating customers for life. We help you accomplish this through our Customer Experience Platform which delivers Lead Management, Sales Enablement, Engagement Automation, a Mortgage Specific Content Library, Data Intelligence and Customer For Life Campaigns all in one comprehensive and highly scalable platform.Head of support department• Maximized ticket resolution within 4 hours with a 35% increase YoY; from 55% to 90%• Delivered a Service Level Agreement (SLA) compliance rate increase of nearly 20%; from 82% to 99%• Drove CSAT score up 10 points to 99%• Recruited, hired, and onboarded 6 team members within the first 8 months• Engineered annual review process for entire company

Call Box is a high-energy technology company that created a first-of-its-kind call tracking software. Call Box is defined by its unique culture that encourages growth by pursuing new challenges and ideas to constantly move its clients, and the company as a whole, forward. Call Box is comprised of a fearless, performance-driven team that is not afraid of failure; failure only means the team is one step closer to the next success. The company believes the quality of each employee is more important than the quantity of employees. The result is an ambiguous group of confident individuals developing and delivering innovative technology and solutions used by more than 46,000 businesses. Head of support department• Slashed initial response time on all tickets from over 3 hours (on average) to under15 minutes, drove completion of support tickets up from 70% within 48 hoursto over 91%• Developed a streamlined onboarding process to take new hires totop-performing agents well within 30 days• Spearheaded the transition of moving the entire workforce into a remotecapacity while keeping all support operations unaffected from the clientperspective and all KPIs within defined thresholds• Decreased hold times by over 30% on inbound calls while increasing completion rates on inbound calls from 75% to over 90%• Implemented a survey structure that increased responses by over 150% while cutting costs by by over 75%• Only employee in Call Box history to ace the Face Quiz in front of a live audience of over 150+ people

Managed and advised on all aspects of communication and electronic operations within a combined arms battalion. Coordinates, organizes, and operates of all the communication networks in the battalion. Led team of 15, provided support to over 500 personnel, and maintained equipment valued at over $4 million.• Developed and executed an organization maintenance program that resulted in an increase of over 40% in readiness rating on primary communication equipment.• Restructured battalion command post architecture to more efficiently carry out tactical operations while cutting set-up and tear down times by over 50%, increasing the mobility and effectiveness of the battalion.• Managed the installation and configuration of tactical secret networks for five collective training events, consistently maintaining the highest network up-time and reliability among of all command posts within the brigade.

Led a mounted chemical reconnaissance platoon comprised of 12 members and outfitted with over $14.9 million worth of equipment in support of an armored brigade combat team. Provided surveillance and reconnaissance operations for all aspects of weapons of mass destruction.• Recognized by the battalion commander as the best chemical officer he has worked with in over 20 years of service.• Led platoon to the highest average gunnery score within the brigade; #1 of over 70 platoons.• Inventoried and issued $200,000 in personal protective equipment for over 700 members of the unit.• Served as the company’s director of safety, educating personnel, establishing policy, and reinforcing standards which resulted in zero safety incidents over the course of 13 months.

Primary chemical, biological, radiological, nuclear (CBRN) officer/current operations officer in an armored reconnaissance squadron, preparing for and conducting deployed operations in support of the Jordanian Operational Engagement Program (JOEP) under Operation Spartan Shield. Planned, coordinated, synchronized, and supervised unit status reporting and public affairs related matters within the squadron. Direct supervisor for two personnel.• Facilitated over 75 key leader engagements with Jordanian military and political leaders, enabling the success of the JOEP and ensuring multiple echelons of command were synchronized, and strategic alliances were maintained.• Volunteered to plan and coordinate the unit’s formal social event; managed budget of $17,000 and came in 5% under.• Managed content and design for the unit’s newsletter, social media presence, and all other public affairs.