Responsible for the vision, creation and overall management of Annum’s Clearwater, FL Engagement Center• Partnered with Technology, Product and Clinical teams to develop and implement our CRM (Salesforce) and telephony (NewVoice Media) solutions• Developed process flows for best practice engagement strategy employing multiple tactics beyond phone channel• Created on-boarding training content for Engagement Specialist and quality call monitoring tool/database• Spearheaded 3 pilot outreach campaigns and communicated key learnings and observations to inform and define next step operations to final Annum launch

Responsible for the vision, creation and overall management of AbleTo’s NYC Engagement Center• Directed consistent growth and development of Engagement Center Team from 4 to 30 Specialists in NYC office • Cultivated strong partnerships with internal teams to research and implement current CRM solution (Inside Sales)• Developed and implemented call quality processes including call assessment tools and new hire training • Partnered with internal recruiters to develop engagement center structure, job descriptions, resource planning and staffing model• Exceeded enrollment targets by end of first quarter of servicing by 25%• Project Manager for Telework Initiative – launched remote workers 2016 Q1, realizing a 20% increase in productivity by Q2• Established and facilitated consistent and meaningful communication channels to cascade emerging information, inspire company allegiance, promote employee engagement and increase productivity• Created internal and external escalation protocols to address conflict resolution and aid team members in problem solving

Responsible for the creation and overall management of the bank's first Customer Care Center in May of 2011 that exceeded predetermined service and sales expectations• Assisted with implementation of website redesign including the launch of Online Chat and eBranch • Project Manager for implementation of Mobile banking for phone and iPad• Maintained the highest sales results of non-interest generating products for 15 consecutive months to date• Introduced cross functional initiatives for enhanced staffing efficiencies

Responsible for all aspects of Contact Center Online Banking Specialist Team performance within 300+ seat call center• Exceeded Servicing Metric Goals and CWI Target by second month of servicing

Managed all aspects of 120+ associate inbound call center• Managed aggressive growth of Lewiston Maine Contact Center. Start up on Oct of 2000 with 20 PSRs servicing 5 large market clients. Within 1.5 years expanded to 120 PSRs servicing more than 90 large market, mid market and government sector clients• Delivered outstanding customer satisfaction results by increasing year over year caller survey results from with a 94% participant call satisfaction score. Utilized survey results to develop specific action plans and initiatives.• Client relationship manager responsible for satisfaction and retention of several large market client relationships• Assisted with the implementation and development of new initiatives and processes including Home Based Agents, Enhanced Quality Programs, and Offshore Servicing Processes