Responsible for planning, managing and directing the activities of the Platform Support team. As a Manager, I monitor, deliver and maintain the best possible high-standard level of service to all external and internal customers, and am responsible for all Platform Support activities which include: hospital inquiries, appeals, policies and procedures, and compliance with State and Federal regulations. The Platform Support Manager is passionate about building relationships, process improvements, and creating an exceptional experience for our veterinary hospital partners.

Summary - Maintain high level of customer service by responding to requests and inquiries by my direct reports so that they may provide accurate information to consumers in a courteous, efficient and timely manner.• Acts as a point of resolution for guiding teammates in decision-making.• Acts as departmental liaison to various product teams and internal groups.• Acted as an IT3 super user testing ecommerce scripts in JDA Soda and SAP.• Previously selected to review, evaluate, and select vendor(s) and solution(s) for our future Workforce Management applications and systems.

Summary - Oversee daily operations of a 500-seat vendor Apple Technical Contact Center  Partner with client to establish operational performance and service level goals. Review operational processes and implement necessary changes to ensure objectives are consistently met. As a result of successfully meeting or exceeding client expectations, the center was awarded 4 additional lines of business.  Ensure the center maintains not only performance standards but profitability as well. Select and develop management staff ranging in size of 10 to 22 supervisors. Coordinate recruiting and training efforts to meet cap plan expectations. Represented the site on client bridges with professionalism & accuracy. This would include, but not limited to: Capacity Planning, Schedule Attainment Review, and Weekly & Quarterly Business Reviews.

 Oversaw a team of representatives ranging in size from 15 to 28.  Set clear & attainable performance goals based on contract objectives. Established team level daily/weekly coaching model to ensure new team members transition fluidly & comfortably. Responsible for ongoing assessment of individual representative performance and determine employee's potential for success. Ensures non phone facing activities are justified [Consults with client engineering, case research, outbound calls, & email/chat/IRC communication]