https://www.paimn.org/

Developing quality assurance program for Zenith Education Group• Partner with leaders of Admissions and Student Finance to develop QA criteria and processes to ensure consistency of best practices and compliance with regulatory and company policies• Project-managing the implementation of the QA program. First implementation in 100+seat Admissions call center functioning in 4 months. Completed 3 implementations in 12 months, driving a measurable decrease in compliance concerns. • Managed business implementation of Virtual Observer for QA and business use.

Managed a team of associates responsible for processing mutual funds customer transactions. Ensured procedural compliance, resolved issues, and managed staffing budget. Focused on team member skill and competency development while meeting production and quality goals.LEADERSHIP- Facilitated successful outsourcing project, maintaining employee engagement and productivity through frequent communication and active support- Consistently received high scores in employee engagement surveysPROCESS IMPROVEMENT- Collaborated with peer managers to implement customer service and internal process improvements. Analyzed data to recommend streamlining quality review process.PROJECT LEADERSHIP- Led change management team and activities across functions following reorganization

Managed a team of operations business analysts and project managers who are responsible for cost-effective and timely product implementations, process and workflow improvements, and production of communications to Mutual Funds customers. Focus on cost reductions through workflow and process improvements and automation. Managed the project planning and prioritization process for the Mutual Funds service organization.LEADERSHIP- Leader of the start-up of the Employee Advisory Committee, a cross-site, cross-functional team that successfully analyzed employee survey data, drove activities to improve employee engagement, and developed a plan for the successful continuation and expansion of the committee’s activities.- Following reorganization, motivated employees to improve performance, effectiveness and internal customer communications- Developed technical skills and behavior competencies of team members to ensure effectiveness in a rapidly changing environmentPROJECTS- Prepared metrics presentations to executive leadership. Collaborated to determine appropriate metrics, presentation format, and monthly process for report creation and review- Analyzed skill assessment data to create recommendation for training investment spend, raising business analyst skills across the organization- Developed and maintained business analyst and project manager capacity plans to facilitate resource allocation to priority work- Partnered with IT and business leaders to manage the annual and ongoing business project and enhancement planning and prioritization processes

Managed the activities of analysts providing budget planning, strategic business planning, KPI reporting, database development, customer satisfaction surveys, inbound contact center analysis and planning, reporting, disaster recovery planning, and technical infrastructure support. Developed value-added internal services, contributing to a continued 95%+ satisfaction rating of an extremely successful and well-accepted start-up department that supported the sales of financial services products.Held various management positions in internal service departments such as data center operations, technical services and facilities.LEADERSHIP- In start-up Internal Sales Support department, developed team and team's mission to support the goal of providing sales support to agents selling the company's products- Integrated employees from various functional units, creating a successful new unit that was emulated by other company offices, that provided a 1-stop shop for internal company and employee services- Coordinated people, daily operations, and projects to ensure system availability and procedural compliance for a 2K-person internal customer basePROCESS IMPROVEMENT- Championed and implemented contact management software solution, increasing the accuracy of caller data collection and creating a valuable customer feedback loop. Developed customer activity reporting to support sales analysis as well as department cost allocationCONTACT CENTER- Acquired thorough understanding of the contact center environment and workforce management, supporting a high-level of customer service to internal customers