After my departure from Zillow, I made the decision to take a career break to care for my elderly parents. My mother, who had been my father’s sole caregiver after his severe spinal injury, needed support.I learned to handle emotional situations, communicate with kindness, and stay strong while multitasking and executing.  I’ve seen how love and resilience can bring meaning even to the toughest days.As I prepare to return to work, I carry with me renewed empathy, adaptability, and a deeper understanding of human connection and work life balance. I’m eager to bring these lessons and positive energy to my next role.

Led a Team to Success: Managed a diverse team of Sr. managers, managers, supervisors, and 100+ employees across the U.S. and Serbia, fostering a collaborative and highly motivated remote workforce.Enhanced Engagement: Boosted team engagement and communication, achieving 100% participation rates and an impressive manager survey score of 4.6/5.Streamlined Operations: Improved operational efficiency by aligning resources with Salesforce and Genesys solutions, resulting in consistent KPI achievements—FCR at 88% and CSAT at 96%.Empowered Customers: Enhanced self-serve options through IVR, AI, and social media integrations, reducing costs and empowering customers.Revenue Growth: Identified cross-sell opportunities, converting 12% of initial interactions into sales leads, and maintained customer loyalty with a 24% retention rate.Voice of the Customer: Utilized VOC data to inform product development and increase revenue, building strong relationships with workforce management to optimize productivity and staffing.

Operational Excellence: Managed daily call center operations with many supervisors and 40+ representatives, enhancing communication and collaboration across departments.Improved Customer Experience: Developed a call framework and quality audit program, resulting in a 2% increase in CSAT scores.Talent Acquisition and Development: Recruited and onboarded new employees, ensuring effective training and high engagement, leading to a 50% promotion rate to leadership roles.Process Optimization: Leveraged analytics to identify and address efficiency barriers, implemented SOPs, and enacted chatbots, resolving 51% of inquiries autonomously.Omni-Channel Integration: Implemented omni-channel support, significantly reducing email response times from 4 hours to 20 minutes, and decreasing abandonment rates.

Optimize Workforce Management: Forecasted, planned, made real time adjustments, and scheduled staff based on call volume drivers, coaching and engaging employees to retain top talent and optimize performance.Utilized analytical skills to identify behavior barriers affecting efficiency, creating new SOPs to define best practice standards and streamline operations.Enhanced Customer Experience: Develop and implement quality assurance programs to monitor and improve customer interactions. Created and maintain a feedback loop with customers to continuously improve service quality and address pain points. (VOC) Develop and Train Staff: Designed a comprehensive training program for new hires and ongoing development initiatives for existing staff to enhance their skills and knowledge.Provide regular coaching, performance reviews, and constructive feedback to help staff achieve their potential.Leverage Technology: Implemented the use of CRM systems (migrated from Zendesk to Salesforce), IVRs, and other call center streamline operations and improve service delivery and reduce contacts.Utilize analytics and reporting tools to monitor performance metrics and identify areas for improvement.Foster a Positive Work Environment: Created a culture of recognition and reward to motivate and retain employees. Promoted open communication and collaboration within the team to foster a supportive and engaging work environment.Implement Process Improvements: Continuously analyzed and refined processes to improve efficiency and reduce costs. Ensure Compliance and Quality Control: Maintain compliance with industry regulations and company policies to ensure a high standard of operations. Conduct regular audits and quality checks to ensure adherence to procedures and protocols.

Global Strategy Implementation: Directed the global customer service organization, standardizing policies and procedures to enhance customer experience while minimizing costs.Cost Reduction: Decreased cost per unit by 23%, optimizing resource utilization and cross-training staff across regions.Customer Engagement: Reduced contact rates from 10% to 6.1% by improving buyer communications and self-help tools, and cut response times from 12 hours to 8 hours.Employee Engagement: Drove engagement scores to an all-time high of 8.2, surpassing the company average, and deployed a global CRM tool to unify customer response protocols.Career Development: Established career paths for entry-level associates, boosting retention and satisfaction, while co-creating a site-wide recognition program to foster innovative thinking and teamwork.

Leadership Mentorship: Provided consistent leadership coaching, mentoring future leaders, and ensuring accountability through regular observations and feedback sessions.Training and Development: Managed all training documentation and new hire schedules, facilitating leadership trainings and group coaching to benefit customers and the business.Customer Advocacy: Acted as the voice of the customer, researching survey comments to implement best practices and enhance associate behavior.Engagement and Morale: Developed a career path for order management teams, leading recruitment efforts and creating onboarding processes to ensure successful placements and increased morale.

Customer Experience: Implemented a tailored approach for VIP customers, increasing loyalty and satisfaction among high-revenue clients.Offshore Collaboration: Worked closely with offshore teams to ensure adherence to processes and maintained customer experience standards.Coaching Model: Developed and implemented a coaching model used by 600+ customer care agents, improving performance and aligning with Schneider Electric values.Mentoring Program: Designed a mentoring program during a critical offshore period, supporting new hires and ensuring customer satisfaction, while also playing a key role in recruitment and hiring.

Responsible for responding to a wide variety of complex customer service related inquiries, as well as coaching and providing direction to Customer Care Center associates. Investigates and resolves customer service issues and assists when necessary in providing guidance to all area processes. Conducts performance reviews maximizing the productivity and efficiency of each associate. Works cross-functionally to achieve cost reductions and efficiency improvements and leads change and process improvement.

Customer Experience Leadership: Drove top quartile customer experience index results through high-performance coaching and P2P skills, mentoring peers to improve coaching capabilities.Project Management: Led multiple project manager roles to address departmental needs, including staffing, quality, and recognition, and served as a liaison during the decommissioning of the NKU call center.Cost Reduction: Reduced costs by $4M by decreasing average handle time and optimizing resource utilization, improving customer resolution by 15% through a Tier II service platform.Recruitment Strategy: Partnered with the College of Business to redesign recruitment strategies, reducing attrition by 25% and ensuring a smooth transition for customers and associates during site decommissioning.FINRA Registrations- 6, 26, 63 and recognized with 2006 Outstanding Service Award

Responsible for overall day to day operations and performance objectives for all staff supporting a customer service call center which received incoming calls from end-users using pre-paid calling cards.Developed successful partnerships with strategic clients/customers.Ensured staff received timely and effective communications on appropriate issues/products that resulted in meeting the customer/clients needs immediately for one call resolutions.

Processed all public and status complaints filed against juveniles.Performed preliminary inquiry interviews.Responsible for creating individual contracts to specifically meet the needs of juveniles and hold accountability.Monitored and maintained case management of juveniles eligible for diversion.On call for custody decisions, assisting Police Officers, and processing and preparing cases for formal court action. Developed and facilitated several education workshops and programs for diverted youth such as Fast for Famine, Community Outreach, Choices, All About You, and others.Responsible for managing/communication with all office personnel. Assured established policies, procedures, and laws were adhered to.Served as key point of contact with Law Enforcement, Court Personnel, and State Government.Awarded the Juvenile Justice Award of Merit for development of key diversion programs modeled by other counties within State Government.In addition to these duties, served on both, Internal Study Committee and Training Committee re-evaluate, enhance, and improve existing programs.