Lead and develop the Command Center for Member Operations. Provide oversight & guidance to the WorkForce Management Function and explore opportunities to optimize performance and transform capabilities.Analyze incoming data, assess its significance, & provide actionable insights to decision makers. Expertise and knowledge to interpret complex information, identify trends or patterns, and offer recommendations to support decision making processes.Facilitate effective coordination and communication among different stakeholders. Act as a central point of contact and relay information between field agents, supervisors, managers, and senior leadership within Member Ops and across all COELC’s as needed.Apply Business Process Improvement techniques in analyzing existing processes and identifying opportunities to optimize performance. Identify opportunities to migrate call volume to lower cost, self-service channels and drive the realization of those benefits.

Optimized occupancy reduced costs by $179,000 per year by maximizing workforce efficiency, minimizing overtime, improving productivity, lowering recruitment, and training expenses, avoiding overstaffing, and enhancing customer service.Improved cost efficiency by $91,000 annually through high schedule adherence, optimizing labor utilization, minimizing overtime and absenteeism expenses, enhancing operational efficiency, and delivering superior customer service.Lead teams in supporting the entire life cycle of activities, including workload forecasting, capacity planning, agent scheduling, and real-time management across all lines of business.Conduct regular audits with business units to discover successes and challenges and provide needed support/direction

Improved Floor Plan Financing by 61% by optimizing staffing levels and ensuring efficient processing of financing applications and inquiries.Reduced instances of late payments by 45%, minimizing revenue loss due to defaults and maximizing revenue through penalty charges for NextGear Capital totaling over $800,000.Managed workload forecasting, capacity planning, hiring recommendations, scheduling, real-time management, call flow optimization, and workforce management system administration.Worked collaboratively with internal cross-functional teams and external vendors to support future launches of new products and initiatives.

Increased Mortgage Origination Fees by 11% equaling a $90,000 annual increase for Freedom Mortgage by optimizing staffing levels and streamlining processes in mortgage origination departments. Streamlined operations and improved customer service, which minimized delinquencies by 10%, reduced servicing costs by a total of $300,000 annually, and enhanced client satisfaction survey scores to over 95%, ultimately leading to increased loan servicing fee revenue for Freedom Mortgage.Managed non-productive time request process and planned activities without impacting SLAs.Performed ongoing analysis of current staffing and efficiencies to guarantee proper staffing in all skills 24X7

Improved operational efficiency and elevated customer service at Schwab resulting in a 30% surge in trading activity, driving higher commissions (before moving to a commission-free model) and fee revenue increasing $200,000 annually through effective management of client inquiries, trade executions, and account management processes.Increased Asset Management Fees for Schwab by 46% or 3.5 million dollars per year by optimizing staffing and resource allocation in investment advisory and portfolio management departments.Managed real-time call routing strategy, variable changes, and adding/removing IVR access.Performed advanced analytics with audits or project research for all SQL and SAS requests.Lead all Emergency response team directives and adjustments, total site shutdown and call redistribution, schedule impacts, and coverage.

Plan and manage tax compliance and consulting engagements and related projects, including reviewing workpapers and tax returnsSupervise, develop and motivate engagement staff and supervisors by providing mentorship, leadership and career guidanceConduct research, continuously enhance technical professional skills and develop expertise within the firm.Identify and recommend new business opportunities for the firm.Maintain and develop strong client relationships on various compliance and tax consulting engagements.Manage engagement workflow, engagement team resources, and engagement billing and collections.Prepare staff performance evaluations and review with staff members.Facilitate all training for tax certifications needed for tax preparers.

Manage and grow a portfolio of corporate partners while adding new business as well. Job duties consist of developing and executing a comprehensive community relations and donor development plan. Enhances relationships for the organization and gains sustainable financial support for UWCI through fund-raising using a prescriptive fund-raising model. Recruiting and managing volunteers.

Compile research into reports, data sets, and outreach guidelines- Advise on housing development and construction decisions- Advocate for housing development within organization and to external partners- Report directly to Executive Director- Cultivate daily social media content- Promote brand in unique spaces- Attend, organize, and promote events- Create comprehensive outreach and engagement program plan- Work with internal marketing team and VITA funders to promote events.- Plan and help implement financial education integration within VITA sites.- Increase awareness in the community of the services we provide low income people.- Research grant and/or sponsorship opportunities for the next fiscal year.

Develop strategy for and manage external communication campaigns that leverage multiple communication vehicles. Manage content and governance of the website, email campaigns, print articles, whitepapers, and all other customer-facing communications. Plan and monitor daily, weekly and monthly publishing schedules. Serve as main point of contact for content contributors within all business units. Develop story ideas and write content for company news, alerts and editorial features. Analyze site data and research to leverage into all communication points. Monitor, measure and report on effectiveness of external communication campaigns and external communication vehicles. Write and proofread articles, press releases, advertising, newsletters and other related marketing pieces, training and promotional material. Edit or rewrite existing copy as necessary. Monitor, recommend and update content on corporate website. Coordinate with the Legal Department to assure appropriate measures are in place for branding, disclaimers and distribution of marketing materials. Coordinate and participate in promotional activities, partner events and trade shows, working with print and media vendors, and Capital management to market products and services. Manage all print and media vendors and partnerships

Manage, develop, and lead a B2C sales force of 10 - 12 residential sales representatives in an assigned territoryMonitor sales results and address issues to ensure performance metrics are metCoordinate and direct activities for the outside sales force to generate salesProspect for new accounts via company generated leads, cold calling, and self generated leadsBuild and maintain relationships with existing accountsEvaluate and implements new sales techniques to increase business within a given territoryMaintain and exceed monthly/yearly sales quotas

Supports and manages volunteer committeesDevelops and coordinates an annual retention programWorks with regional councils to recruit and retain membersImplements education, networking and training programs statewideCoordinates course descriptions, learning objectives, speaker biographies, headshots, and related information for development of education calendar and all promotional materialsImplements certification programs on a statewide basisKeeps abreast of all education developments on the national levelResearches and recommends speakers for considerationMaintains a library of education speakers and presentationsDevelops and maintains an operating budget for membership and education programs.Oversees and assists in dues billing and collectionsProvides information for publications, website, and social media on membership and education functionsSolicits sponsors as needed for the various educational and membership events

Performing basic to intermediate data analysis in support of Workforce Optimization and making initial recommendations.Supports business requirements and aids in identifying new business processes and systems that meet these requirements.Supports Workforce Optimization priorities – right people, right time/place, with the right skills.Provide creative and proactive analytics to support customer initiatives and strategies.Interpret and forecast data to achieve the business values and support the alignment to the defined strategic objectives of the organization.Work collaboratively with a diverse staff team to create and manage cross-organizational and integrated workforce strategies.Supports ad hoc information requests, validation and associated interpretation.Provides technical and analytical support of systems and data.Responsible for the development and delivery of training materials and integrated test scenarios.Utilize system reporting tools to analyze current business processes and to support continuous process improvements.Reviews and approves invoices for affiliate maintenance and service agreements.