As a business impact partner, I implement change. I work with other departments to understand and document the desired outcome, ROI and timing. I help to ensure the project charter components and change management plan is developed and reviewed with business stakeholders. I work to communicate the changes and address change resistance. I work with the testing team and training to update procedures and train on the changes. Finally, I help to organize and prioritize team member enhancement ideas.

Responsible for leading a phone team of twelve service specialists who take inbound calls regarding fixed index annuities.

Responsible for leading six managers and 100 phone advisors in three departments: water heater, automotive and MyGofer, in all aspects of day to day operations. Coordinated staff and developed resources to provide quality service and improvement in sales performance.• Increased sales conversion by implementing a coaching and accountability strategy.• Reduced turnover by 10%, moving closer to industry standards.• Responsible for Safety and Compliance for the entire call center. • Active involvement with recruiting and staffing efforts.• Responsible for several key initiatives and projects specifically focused around process improvements.

Responsible for leading five to eight managers and 100+ phone bankers in a credit card customer service call center in all aspects of day to day operations. Coordinated staff and developed resources to provide quality service and improvement in sales performance. Directly involved in hiring, training, developing, and retention of a diverse workforce. • Increased cross-sell referral rates 150% by creating and implementing a sales improvement strategy. Conducted daily morning sales huddles to review sales strategy. • Outperformed six other managers through coaching and accountability which resulted in the team exceeding all performance metrics.• Top 10% for sales and leadership.• Maintained turnover of less than 25%, well under the industry standards, by incorporating employee retention practices. • Improved Customer Loyalty and Satisfaction by implementing a blended soft-skill and compliance coaching model.

Led a team of 15-18 late stage collectors responsible for collection of unsecured loans and lines including high dollar/high value accounts. Worked directly with Private Client Services to resolve high value client issues. Extensive experience in diffusing escalated situations. Provided leadership, coaching, and support to the late stage collectors. Maintained an attrition rate of below 15%.• Exceeded monthly collection goals by setting a strategy with the team to ensure the portfolio was worked efficiently. • Focused on coordinating activities to surpass the operational volume requirements. • Increased efficiency of the department by implementing a new collection tool.

Led a team of 15-20 inbound home equity sales advisers who were responsible for consulting, recommending, and submitting new home equity applications. Ensured all optimum quality, sales, and productivity standards were met.• Designed and coordinated ongoing training for employees in the area of Customer Service, Sales, active listening, and acknowledgment.• Incorporated Situational Leadership to develop a high performing team.

Responsible for 10-15 teller and sales associates in all aspects of retail branch operations. Interviewed, hired, coached, trained, and evaluated teller and sales associate staff.• Increased overall customer service and satisfaction through targeted coaching around soft skills and building product knowledge. • Diligent and detailed oriented in the area of compliance and risk management leading to strong internal audit results.