Lead, mentor, and manage a team of outbound off shore agents and supervisors.Develop and implement call center strategies to improve conversion performance, efficiency, and patient engagement.Monitor call center metrics and KPIs, and provide regular reports to senior management.Implement training programs to enhance the skills and knowledge of call center staff.Collaborate with other departments, including sales, marketing, product, and care delivery, to ensure a cohesive approach to patient service. Foster a positive and productive work environment that encourages teamwork and high performance.

Conducted financial transactions, including deposits, withdrawals, and payments, ensuring accurate account balances. • Analyzed data to identify potential risks, adhered to compliance regulations, and recommended actions to mitigate exposure. • Evaluated customer transactions to determine eligibility for currency report exemptions and referred suspicious activities per federal and internal guidelines. • Educated clients on investment opportunities

As a SmileDirectClub Rockstar, I earned four awards for outstanding customer service. In the sales department, I took charge of specialized projects, leading a dedicated team and driving innovations that resulted in a significant 5% average quarterly sales increase. Managing aligner sales for the United Kingdom, France, and Northern Ireland, I achieved remarkable sales totaling $4M+. My proficiency in project management shone through as I successfully oversaw 20+ projects from start to finish, showcasing a comprehensive skill set in planning and execution. These accomplishments reflect my commitment to exceptional leadership and innovation, making a substantial impact on both sales and overall operational success at SmileDirectClub.

As a proud recipient of the 2021 Culture Champion Award, I demonstrated a commitment to fostering an inclusive workplace culture. Co-leading the development of transformative inclusive leadership initiatives, I played a pivotal role in shaping the organizational culture. Spearheading companywide Diversity, Equity, Inclusion, and Belonging (DEIB) programs, my insights contributed to institutional-wide policies, creating a more diverse and inclusive environment. These accomplishments showcase my dedication to driving cultural excellence, fostering inclusivity, and positively impacting organizational policies at SmileDirectClub.

In my role as Global Loan Servicing Operations Manager at SmileDirectClub, I addressed revenue escalations and significantly bolstered department productivity by an impressive 40% through the implementation of strategic processes. My commitment to excellence was further evident as I conducted in-depth research, analyzed financial trends, and successfully implemented strategic objectives for SDC's financial weekly calls across four locations.Consistently surpassing Key Performance Indicator (KPI) goals, I exceeded monthly metric requirements by an outstanding 15%-20%, earning company-wide recognition for my exceptional performance. Beyond achieving individual success, I played a pivotal role in the global impact of our operations by training and mentoring Business Process Outsourcing (BPO) leadership in El Salvador and South Africa, imparting crucial company values during weekly call reviews. These achievements underscore my dedication to strategic thinking, outstanding performance, and impactful global leadership at SmileDirectClub.

In my role as Customer Care Team Lead at SmileDirectClub, I successfully managed a diverse team of over 30 employees, leading to promotions for an impressive 75% or more of the team. My commitment to excellence was evident as I consistently maintained metrics above standard levels, showcasing high performance in the dynamic customer care setting.Initiating projects aimed at enhancing customer experience, I played a key role in achieving improved client retention and satisfaction. These achievements underscore my proficiency in leadership, performance optimization, and strategic initiatives, making a significant impact on both team development and customer satisfaction at SmileDirectClub.

As the orchestrator of month-end support at SmileDirectClub, I specialized in high-risk account reconciliations, ensuring accuracy and financial integrity. My commitment to excellence was further demonstrated through thorough analysis, consistently surpassing quarterly call center metric expectations in a fast-paced environment.Managing a team of three professionals on the Midcourse Correction/Refinements project, I achieved a remarkable 100% success rate, showcasing strong leadership and project management skills. These accomplishments highlight my proficiency in financial analysis, strategic planning, and effective team leadership, making a substantial impact on financial accuracy and project outcomes at SmileDirectClub.

In my role as Kitchen & Bar Manager at Edley’s BBQ, I successfully managed a diverse team of 50 employees with a dedicated focus on trust and accountability. Implementing quality assurance processes, I achieved a remarkable 75% increase in customer experience metrics, highlighting my commitment to enhancing service quality and customer satisfaction.As a strategic leader, I played a key role in the creation and execution of declining budgets, financial forecasts, and payroll management, showcasing my proficiency in financial planning and operational efficiency. These achievements underscore my ability to drive operational excellence, improve customer satisfaction, and contribute to the financial success of Edley’s BBQ.

In my role as Bar, Host & Corporate Trainer at O’Charley’s Bar and Restaurant, I administered daily tactical and long-term strategic activities within the business. Spearheading employee recognition programs, I achieved significant improvements in morale and employee retention, fostering a positive and collaborative work environment.Through strategic initiatives, I positioned the restaurant as a sought-after workplace for great talent, demonstrating my ability to attract and retain high-caliber employees. These accomplishments highlight my proficiency in strategic leadership, employee engagement, and talent management, making a substantial impact on the overall success of O’Charley’s Bar and Restaurant.

Leveraging my expertise, I achieved a remarkable 22% increase in beverage sales within a single quarter, highlighting my strategic sales acumen and ability to drive revenue growth.Providing coaching and mentorship to multiple employees, I actively supported their long-term career growth, fostering a culture of continuous learning and development. Additionally, I played a pivotal role in the renovation of Logan’s national brand release, contributing as a vital asset to the revamp team, demonstrating my versatility and strategic leadership in brand enhancement initiatives. These achievements underscore my commitment to excellence, strategic thinking, and impactful contributions to Logan’s Roadhouse.

As a member of the Logan’s Roadhouse National Training Team, I was honored with the Trainer of the Year award in 2012, showcasing my dedication to employee development and training excellence.