 Manage defined support services including planning, development, implementation and maintenance for one or more accounts.  Responsible for driving quality, ensuring schedule adherence, meeting key metrics and managing the overall day to day well being of the needs of the account. Develop direct reports through creating individual development plans, coaching these individuals to achieve their objectives and evaluating their performance.  Develop and maintain client rapport and ensure client satisfaction as measured by end user satisfaction, client surveys, and other client feedback. Assume the lead role in client communication with operational matters on the account. Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans when necessary. Develop, grow and maintain employee experience, capability, morale, and job satisfaction. Maintain a high level of understanding of the client and their industry to assist sales staff in identifying new business opportunities. Supervise new employees and participates in the selection process.  Communicate regularly with upper management regarding the account’s performance. Bring areas that are out of compliance with contractual agreements to their attention and provide improvement plans. Deliver results of the account and team through Business Reviews and team meetings as necessary to the client, site management and executive team. Define measurement systems to accurately monitor and report performance and client satisfaction metrics to the client, the company and the employees.  Assure that contract documentation and information is up to date and files are maintained. Provide accurate, timely and professionally written or verbal, statistical reports to management for historical, current status and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.).

Manage our On the Job Training program by working closely with our Training Manager and Account Manager to ensure that new agents begin production fully capable of performing their duties efficiently and accurately.Coordinated the selection and ongoing training of L.E.A.P. associates in order to ensure that we maintain a qualified pool of associates with the desire and skills to move into management and support positions as they become available.

s ATM/Debit department since February, 2010. Successfully improved both teams that I have managed to meet or exceed our key performance indicators while maintaining the confidence and cooperation of the agents while building a rapport and good working relationship with our client.Managed our On the Job Training program by working closely with our Training Manager and Account Manager to ensure that new agents begin production fully capable of performing their duties efficiently and accurately.Coordinated the selection and ongoing training of L.E.A.P. associates in order to ensure that we maintain a qualified pool of associates with the desire and skills to move into management and support positions as they become available.