AVP, ADMIN SOLUTIONS 2021-Present Improved employee engagement score by 40% within first 7 months in the role by creating an engagement committee and bringing them along the way. Oversee employee evaluation, development and performance management processes. Achieved highest Advisor NPS score of 64% in the history of LAS due to coaching and developing managers on how to performance manage admins. Develop Talent utilizing on the job learning experiences and creating other opportunities to gain skills and strengths in leadership and non-leadership paths. Created career development roadmap to establish career pathing to retain top talent. Active mentor over mentor circle and individual protégé’s throughout the firm. Leading culture and engagement efforts for all of LPL Services Group Create autonomy and ability to make decisions consistent with operations plans and budgets. Improved EBITDA buy budgeting and hiring in a team structure to become profitable. Creating Center of Influence Framework to improve Organizational performance 90 days post training. Responsible for meeting unit margin goals set by Executive leadership and FP&A team.

 Peer coached the newly hired Manager on how to utilize management tools and provided performance management guidance. Improved newly hired manager engagement scores by 33% by sharing best practices. Improved organizational engagement scores by 23% exceeding the firm 80% goal by building engagement and transparency across the team. Revamped email process and created KPI surrounded email requests received via internal mailbox achieving a 3- day SLA resolution. Improved Service Levels to meet 80% stretch goal by staffing, coaching, and providing feedback creating a dynamic team which is engaged and driven to deliver results.

 Created service line aspects of Client Technology Management implementations and custom solutions including created new direct toll free number and call tree options for clients. Created observation form and definitions in order to measure quality observations. Established an engagement team to build rapport to improve morale and increased Engagement 10% Improved SLA on Service Line from 47% to 80% in three months.

8/2015- Manager Network Force Load Analyst - AT&T Technology Operations, Charlotte NC. • Responsible for improved results in Raleigh District DTV, Uverse, Pots, and DSL dispatch by workforce management. Improved completion rate for DTV installs and sales. • Improved completion rate on DTV and Gpons by 5% by partnering with the field to update skills for technicians. • Identified opportunity for field duration in Pots and improved metric by 20% across enterprise • Analyze technician schedules to recommend amount of installs to sell and repairs to bring in daily, weekly, monthly partnering with RFA to meet 90% of metrics YTD. • Improved Sales in retail stores by escalating installs for sooner dates by partnering with the field

• Facilitated training for new hires and continuation training for existing employees.• Validated 3 first level Managers ability to perform by MSOC standards. • Subject Matter Expert for Call Center and assisted with Escalated customers.• Monitored and inspect the quality and accuracy of customer contact skills of agents via observations and calibrations. • Documented and adhered to compliance expectations attended legal hearings and arbitration's. • Create individual development plans and action plans to drive results customer satisfaction scores by 3% from 59% to 61%. • Performance Management Champion creating ways to improve results based on behaviors.