• Promoted to head-up development of end-to-end quality initiatives for multiple Department of Revenue (DOR) projects using newly designed performance metrics, statistical analytics and comprehensive methodologies• Created tactical and strategic goals for QA team to ensure procedural best practices • Coordinated directly with customer auditing team to research, consolidate and reconcile output feedback to drive maximum performance standards, from operators to applications to backend database logic

• Oversaw rollout of NYS Personal Income Tax project in newly opened Kingston facility; interacted directly with customer representatives onsite and offsite to improve output quality and understanding• Responsible for managing, tracking, monitoring, training and evaluating performance of over 400 seasonal employees and 75 FTEs; developed process improvements and communicated all issues to development and quality teams in order to maximize productivity and throughput• Appointed to design and implement senior management level internal and customer-facing dashboard reports and control of work allocation across multiple sites

• Subject-matter expert in business processing solutions for Homesite Home Insurance, Utica National Insurance, Affinion Group and NYS Personal Income Tax (PIT)• Assisted Customer Relationship Managers in client correspondence and queries• Monitored PCI programs and reports; uncovered, addressed and provided solutions to issues per operational procedures and guidelines

• Compiled, sorted and verified accuracy of Workers Compensation data• Processed approximately 1500 documents daily• Followed instructions per customer guidelines and expectations; consulted with supervisors over discrepancies

• Managed 15 lifeguards in 2 facilities• Tracked and administered time logs to manage efficiency• Stewarded safety in each facility which services 500-1000 people daily• Submitted lifeguard evaluations, facility maintenance logs, incident reports, reservation forms and activity logs

• Mentored 33 student residents via proactive floor meeting and coordinating events• Mediated resident conflicts and questions; followed emergency protocols • Filed weekly reports, duty logs, incident reports and programming forms on a weekly basis

• Called constituents and aggregated their responses regarding various political topics• Developed relationship management skills with an increased response rate