As Director of Operations and Patient Experience at the Joint Relief Institute, I oversee the call center's strategic management and daily operations, ensuring seamless integration of customer experience initiatives with organizational goals. My responsibilities include developing and implementing processes to improve service delivery, coaching strategies, and performance metrics. I lead cross-functional collaboration to align technology, reporting, and workforce management systems with business objectives. Additionally, I am accountable for driving operational efficiency, fostering employee engagement, and ensuring an exceptional customer experience that supports organizational growth and retention goals.- Redesigned the quality coaching process, driving a 20-percentage-point increase in book rate, significantly enhancing operational efficiency and revenue.- Leveraged industry connections to source and implement a new technology stack, aligning with the clinic’s strategic business goals and enhancing operational scalability.- Achieved a 50% reduction in attrition, ensuring employee retention and fostering a positive workplace culture.- Reengineered reporting systems to support EOS (Entrepreneurial Operating System) alignment, enabling streamlined decision-making and improved organizational accountability.

An accomplished strategic leader with international experience in IT, WFM, process improvement, pricing, contracts, BI, and customer success. I have a strong track record of improving service levels and quality through Six Sigma and Vital Factor management processes. I excel in team growth, client satisfaction, and reducing attrition. My expertise extends across solar, healthcare, fintech, technical support, e-commerce, and inside sales, with oversight of a large workforce.- Strategic leader of three international locations managing IT, WFM, process improvement, pricing, contracts, BI, customer success, Quality Department, and service center operations. - Developed and continued to refine the organizational structure, reporting, and processes to champion a strong culture focused on collective goals. - Improved service levels, quality, and satisfaction by implementing Six Sigma practices and Vital Factor management processes. - Grew sales and service teams by 25% by delivering systematic and replicable processes. - Realized 100% client satisfaction by creating a solid culture and business processes that created upscaled value for the clients. - Reduced attrition by 50%, a 15-year company best, by following a coaching plan focused on connecting individuals to a collective goal, creating clear role definitions, pursuing root causes of performance issues, and practicing consistent accountability.

Developed home warranty service plans and contact center strategies or key clients. I've created go-to-market strategies, customer contracts, and launched customer service departments with strategic reporting platforms. My negotiation skills reduced costs of goods sold through key contracts with national manufacturers. I've also designed long-term customer experience (CX) strategies, collaborated with product teams, and implemented change management policies. My primary clients have included American Home Shield, Puls, ClearSource, Medley, and Amer Sports (Solomon).- Supported key clients in conceptualizing and developing national home warranty service plans and contact centers to help customers. - Developed go-to-market strategy for a startup SaaS-inspired home warranty company and crafted customer contracts and legal documents. - Launched a customer service department with a strategic reporting platform using Looker BI, new-hire training, and a sales and service management structure. - Reduced costs of goods sold by negotiating key reselling contracts with national manufacturers. - Created long-term CX strategies to reduce customer pain points, homeowner contacts, and operating expenses. - Worked with the product teams to develop new site functionality and combat customer pain points. - Designed Change management policies and procedures to ensure adoption across all departments.

Managed cross-functional teams, earned recognition as an industry thought leader, and received multiple awards. I established a data analytics system and implemented the Vital Factor process. I consistently exceeded inside sales targets, increased profits, and achieved recognition as the best regional warranty company for multiple years. I also improved customer satisfaction and streamlined operations, leading to enhanced agent productivity.- Managed a cross-functional team supporting company vision by delivering stellar customer service and inside sales experiences.- Created a data analytics warehouse to track performance measurement indicators using the MS Power BI platform to launch the foundational leadership model called the Vital Factor process. - Exceeded inside sales target by employing needs-based selling techniques. - The company was recognized as the best regional warranty company by HomeWarrantyReviews.com for three consecutive years, resulting in a higher subscription rate. - Improved NPS 20 points and speed of field service repair time from 17 to 6.7 days, establishing new best-in-class for the home warranty industry by measuring service milestones, setting minimum KPIs, creating a website for contractors to monitor KPIs, holding contractors accountable, and restructuring the internal quality process. - Elevated agent productivity by 26% by restructuring work processes, contractor follow-up, and reporting systems.

- Elevated operational performance of the customer service department through leadership and strategic direction of 145 employees across customer service, sales, and marketing. - Recognized as one of the most highly regarded regional warranty companies in Mountain West after implementing new strategies focused on contractor quality measurements.

- Reorganized team to prepare for customer growth, creating the company’s first customer service training manual. Launched a quality department focusing on delivering measurable service performance, including interactive reporting to facilitate team member accountability.- Enhanced soft skills, augmented product knowledge, and expanded brand awareness via training.

- Call center clients included eBay, PayPal, The North Face, Toys R Us, and Office Depot. - Established operations and customer teams at five U.S. locations, India, the Philippines, and Costa Rica. Liaison for eCommerce clients.- Increased The North Face’s inbound sales by 11% by asking the client to provide the entire product line and creating a learning team to ensure agents were product experts.- Turned around several customer service teams by implementing fundamental principles of Six Sigma.- Boosted NPS score 6+ points in Manilla, Philippines, via targeted process improvements.