Reporting directly to VP of Strategic Business Unit as Head of Device Support - This department supports our members through routine medical monitoring device maintenance and advanced troubleshooting needs.Responsible for maintaining training compliance standards, defining and evaluating department KPIs, driving process improvement, directing workflows, and working with outside partners to provide timely internal communications, in addition to driving results through ongoing incentive and performance based plans.

Developed, managed, and guided a team of up to 5 managers overseeing frontline employees, analyzed site performance to drive improvement in KPIs and close performance gaps, made recommendations and/or decisions regarding business policies, measured and reviewed performance via KPIs and metrics, managed risks and resolved employee issues, identified training gaps and implemented viable solutions, partnered with support teams to improve existing processes, produced SOPs to document workplace procedures and optimize productivity through standardization, created and implemented themed incentive plans in order to improve KPI and/or behavioral changes across the site each month, evaluated performance and delivered reviews after conducting site calibrations for direct reporting frontline leaders each review cycle biannually, supported engagement initiatives for employee recognition each month, in addition to interviewing and recommending frontline managers for hire as needed

Managed a team of 15-20 associates at varying skill levels, monitored calls and emails from customers seeking assistance with post-order issues to ensure quality assurance, monitored ticket queue efficiencies to ensure timely outreach to customers and follow-up when necessary, provided extensive coaching and counseling to assist associates in meeting customer satisfaction and resolution targets, conducted frequent side-by-side observations and quality assurance (call monitoring) reviews, made recommendations for corrective action to manage performance as appropriate, worked closely with Human Resources and Senior Leadership to address and resolve employee issues, analyzed trends based on historical data to close performance gaps, in addition to interviewing and recommending service associates for hire as needed

Remote Sales Frontline Manager | Hilton - Remote | 2017 - 2018Taught junior employees proactive strategies to meet operational and sales goals, achieved sales goals and business objectives by motivating staff and promoting essential call-flow behaviors usinga stepped offer approach, delivered consistent training and close mentoring support to front-end employees in operations and customer service strategies, addressed concerns regarding non-compliance/reliability issues, led employee performance evaluations and rewarded top performers to retain quality personnel, processed leave of absence, change of status, and separations as neededSupervisor, New Hire Onboarding Coordinator | Hilton - Remote | 2016 - 2017Created orientation checklist and reviewed with new hires, established and enforced clear goals to keep employees working collaboratively, responded to employee concerns or complaints by coordinating with human resources team to solve issues, monitored employee productivity to provide constructive feedback and coaching, identified and corrected performance and personnel issues to reduce impact to business operations, made recommendations for successful completion of onboarding experience or remediation next steps based on trending performanceTrainer | Hilton - Remote | 2013 - 2016Provided constructive feedback and positive reinforcement to keep trainees motivated, developed and coordinated trainings to help individuals learn company policies and procedures and job tasks, collaborated with internal business partners to create industry-specific course content, facilitated orientation and training classes to communicate policies and procedures to new hires, evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training, managed learning experience consistent with company philosophy and company-wide strategies