• Developed and executed customer communication strategies using ActiveCampaign, enhancing email, SMS, and portal interactions to improve retention and sales.• Created and maintained advanced ActiveCampaign automation, ensuring consistent and personalized client engagement across multiple channels.• Created a web page to maximize the speed of news regarding student loan news in ActiveCampaign.• Managed and improved Zendesk chatbot interactions, creating an efficient support system for client inquiries and increasing customer satisfaction.• Designed and implemented email templates in Zendesk, improving customer service team response time and productivity.• Utilized Salesforce email and Mogli for SMS-based communications to drive customer engagement and sales initiatives, contributing to obtaining 115% of sales goal in the first 60 days. With the launch of a new sales model, the sales goal doubled in 90 days.• Resolved escalated complaints with the Better Business Bureau, Attorney General, and social media.

• Developed communication strategies with major hospital systems to boost employee retention via student loan forgiveness, contribution, and reimbursement programs.• Spearheaded reporting metrics to measure partnership performance, driving retention initiatives via SQL.• Created automated communication journeys using Marketing Cloud, developing targeted email and SMS campaigns to boost employee participation in student loan and tuition reimbursement programs.• Created co-branded materials for distribution and display for partnerships.• Developed AI avatar videos via Colossyan to deliver complex benefit updates and information to clients, providing an innovative approach to client education.• Communicated one-on-one with employees to establish student loan contribution accounts through their employer.• Handled escalated issues about missing, lost, or late student loan contribution payments.• Led the resolution of complex customer issues and managed escalations filed externally.• Approved all sales plans manually before delivery to ensure accuracy and coached advisors and sales teams on errors and opportunities accordingly.• Worked closely with development to minimize the need for manual approval of sales plans by 70%.• Worked closely with the Director of Advisors to create and communicate contests for potential clients to increase sales.

• Collaborated with the development team to design automated sales pipeline trackers, enabling advisors to track client progress and increase conversion rates efficiently.• Improved advisor effectiveness and sales through enhanced training and coaching.• Implemented a sales pipeline tracker, driving client path optimization and sales growth.• Led quality assurance efforts, monitoring advisor calls and providing targeted coaching.• Approved all sales plans before delivery manually to ensure accuracy and coached accordingly.• Assisted Billing/Accounts Receivable with account closes and delinquent clients and approved and tracked refunds and cancellations.•.Managed escalations and resolved client complaints with external agencies. Ensured client satisfaction and maintained company reputation.

• Collaborated with department heads to ensure compliance with quality standards across all operations.• Developed and maintained comprehensive quality assurance practices and procedures, fostering continuous improvement.• Designed and facilitated training programs for teams to maintain high-quality customer service and operational standards.• Created a detailed scorecard for customer service phone interactions, enhancing performance evaluation and coaching.• Developed customized scripts and scorecards for the Advisor team, driving consistency and quality in client interactions.• Monitored and evaluated monthly calls for customer service representatives and advisors, providing actionable feedback and coaching to improve performance.• Played a crucial role in recruiting, onboarding, and training new customer service staff, ensuring alignment with company standards.• Acted as a subject matter expert (SME) across multiple departments, providing insights and solutions on quality control and customer service processes.• Assisted in resolving escalated billing issues and supported accounts receivable with delinquent accounts.• Managed high-priority client escalations and complaints, successfully resolving cases with external agencies such as the Better Business Bureau and the Attorney General.

• Managed customer service representatives, overseeing scheduling, training, and performance.• Assigned tasks and scheduled shifts and provided coaching and counseling to enhance team performance and meet key performance indicators (KPIs).• Regularly evaluated employee performance, delivering constructive feedback to improve efficiency and service quality.• Developed and documented all processes and procedures for a fast-growing start-up, ensuring scalable and efficient operations.• Played a crucial role in the hiring process, ensuring that recruits met company standards and aligned with its culture.• Served as a subject matter expert (SME) for all departments, offering insights on customer service best practices, operational improvements, and student loan program guidelines.• Handled escalated billing issues and supported accounts receivable with delinquent accounts, mitigating financial risks.• Managed complex client escalations, successfully resolving complaints filed with the Better Business Bureau, Attorney General, and social media platforms.

• Managed the Quality Monitoring Program, overseeing the recording, grading, and coaching of Customer Relationship Associates (CRAs) to meet performance standards and KPIs.• Conducted monthly one-on-one coaching sessions to drive continuous improvement and enhance service quality.• Monitored call activities and productivity, ensuring operational efficiency and adherence to quality benchmarks.• Acted as the escalation point for customer complaints, resolving issues swiftly to maintain high satisfaction.• Facilitated weekly team meetings and training sessions to align goals and improve customer service best practices.• Collaborated with 16 Midwest sales centers, ensuring timely deliveries, order accuracy, and effective inventory management.• Created and updated productivity metrics, providing real-time insights to improve performance.• Led special projects, including developing the Quality Monitoring Database (Access) and Policy/Procedure Documentation (PolicyIQ).• Assisted in creating the CRA On-Boarding Training Plan, improving the effectiveness of new hire training.• Supported the Call Center Manager in daily operations, including payroll, interviews, order management, and training.• Achieved significant results with a team of 13, 1 of 3 national call centers:• 85% national retention rate—highest in the company.• Generated $19.9M in sales in 2009, ranked #1 nationwide.• Maintained a 99.9% accuracy rate, ensuring high service quality.

-Documented and mapped out current processes, identifying areas for further efficiency.-Executed daily quality monitoring of customer service calls and posted via the company intranet.-Compiled and analyzed Access, SQL, and Excel data for management metrics. -Provided maintenance of Knowledge Builder, script revision, and assignment of agent groups.

-Interview, hire, train, schedule, and conduct performance reviews for Customer Service Associates, 2nd level Associates, Wireless Care Associates, and Lead positions.-Escalation point for customer complaints to include supervising and closing trouble tickets for the wireless and second-level support teams.-Productivity monitoring of 14 direct reports and 30 non-direct reports to ensure minimal downtime.Developed guidelines, policies, and procedures for wireless products.

-Assisted in hiring and was directly responsible for training all new associates on all company processes and procedures and monitoring their calls and productivity. -Performing monthly one-on-ones to review and monitor coaching opportunities for all Customer Service Associates. -Create, administer, and grade any testing necessary via hand-written tests and Blackboard.-Develop and maintain all department policies and procedures.

-Accountable for 15-20 customer service representatives in monitoring, coaching, and communication regarding changes to policies or procedures.-Escalation point for customer complaints.-Facilitated weekly team meetings to discuss/review team standings and upcoming events. -Supervise call length, types, and unavailable time via phone software.-Prescreen all potential Customer Relationship Associates via phone interview.

- Analyzed invoices from long-distance carriers and provided payment information to Accounts Payable.- Managed special projects involving charts and spreadsheets to display allocated dollar amounts.

-Accountable for 15-20 customer service representatives in monitoring, coaching, and communication regarding changes to policies or procedures.-Escalation point for customer complaints.-Facilitated weekly team meetings to discuss/review team standings and upcoming events. -Supervise call length, types, and unavailable time via phone software.-Prescreen all potential Customer Relationship Associates via phone interview.

-Escalation point for internal and external customer complaints.-Escalated trouble tickets to companies that handle outages and connectivity issues and monitored them daily to ensure closure.

- Managed incoming customer calls, addressing billing inquiries and providing product options tailored to their needs.- Spearheaded the launch of the Internet Technical Service Department, enhancing customer support capabilities.- Collaborated with team members to ensure seamless customer service delivery and satisfaction.

-Took calls from participants who were invested in a retirement account with their company.-Approved and scheduled over 125 call center members to handle call volume and adjust coverage via forecasting software.-Among the first hired to establish Fidelity’s first on-campus site at Northern Kentucky University.