Manage and support a team of Operations Supervisors, and identify areas for process improvement to increase efficiencies and track workflow metrics; Collaborate with Business Leaders weekly, monthly, and quarterly to understand and align with targeted segment goals, and discuss impacts of Operations engagement and areas of opportunity, establishing strong rapport with key stakeholders; Create and manage multiple projects and initiatives, including Site & System Policies and Procedures, and departmental Process Maps; Pivotal member of departmental work streams development; Lead and Champion for Training and Communications of new business Staffing and Servicing Model Launch; Critical member of CRM/CLM platform testing teams, running scripts and testing scenarios to ensure successful application deployments; Key member in onboarding process, interviewing candidates for employment. Successfully transitioned colleagues into next phases of their career by coaching and developing skill sets, and building a relationship of trust and support, effectively maintaining low attrition.

Supervisor to Account Coordination Specialists, ensuring consistency, quality, and accuracy of insurance renewal documentation, collaborating directly with senior members of our client support team in the distribution offices to provide top service to our clients; Manage and lead team members on a day-to-day basis to ensure the team meets service levels, as well as measure and analyze team productivity; Continually working to build effective working relationships with Marsh colleagues from multiple offices, and driving continuous improvement for the Account Coordination department, as well as for the company. Responsible for communicating feedback within my team and supported offices, identifying trends, evaluating/resolving any escalated service issues; Regularly lead and/or participate in stakeholder engagement sessions, and work in partnership with client teams to improve the client experience; Actively engaged in the overall on-boarding process, including interviews of new hires through the time that colleagues are fully integrated into production.

Partner Program Manager overseeing and delegating tasks and responsibilities to a team of 10-12 Operations Coordinators and Partner Advisors, developing and implementing new and repeat learning and development, as well as coaching, upskilling, and mentoring sales and operations teams.. Primary responsibilities include developing and implementing process workflows, participating in the coordination and contribution of business process improvements, collecting and analyzing operational data on trends and gaps in the Partner deal process, and presenting findings and solutions to executive level management. In charge of remitting payments to Channel partners for outstanding invoices via Oracle Payment Interface. Coordinated commercial lease and loan contract originations, reviews, and modifications to meet legal and pricing standards, and worked with various internal teams to ensure appropriate approvals were in place. Acting liaison between customer, sales, and cross-functional departments to resolve customer concerns, process contracts, facilitate master contract agreements, and release orders into production. Primary Customer Care and Contract Servicing POC for internal departments and top revenue generating partner accounts, maintaining a high level of customer satisfaction.

• Integrate into direct sales teams, partnering with sales representatives to create complex payment solutions that meet customer needs and enable the sale• Communicate knowledge and awareness of market, past successes/solutions and best practices to help facilitate the closing of business• Provide training on financial services product offerings and how best to utilize them in various sales situations• Collaborate with OFD Marketing in the visualization, planning and execution of marketing campaigns• Build relationships with direct and partner “C” suite individuals (CFO, CIO, COO, CEO, Controller, Treasurer)• Coordinated commercial lease and loan contract originations, reviews, and modifications to meet legal and pricing standards, and worked with various internal teams to ensure appropriate approvals were in place.

• Led newly established sales teams to higher revenue attainment by successfully closingnew acquisitions face to face and over the phone for direct and indirect customers,receiving Top Performer and Sales MVP awards for over 120% attainment over consecutivequarters.• Reviewed various credit reporting tools, business and personal financial statements, andother credit resources to negotiate pricing on total solutions.• Developed strong relationships with sales makers and front-line sales management; deliveredtraining and coaching to sales makers and managers to improve closing techniques inorder to increase penetration and submission ratio of payment products into total sales.• Developed and maintained solid relationships with direct and partner clients, providinga positive customer experience to build repeat business opportunities.• Facilitated standard and master lease/loan agreements for direct and indirect customers.• Coordinated with multiple cross functional departments to determine customer credit worthiness, pricing structures, and terms of new contracts.• Generated end of lease quotes for customer end of lease purchase options.• Processed new account setups, and uploaded and stored invoices and all legal documentation for customer accounts and contracts into account origination platform.

• Exceeded targeted sales goals for commissioned/non-commissioned up-selling of accessories and enhanced features; Established strong rapport and trust with customers;• Programmed, troubleshot and tested cell phones and accessories• Instructed customers on proper use of wireless devices and accessories• Accurately documented customer interactions in multiple platforms• Performed opening and closing duties within the sales center• Provided direction, training and support to other associates, as needed

• Supervised team of 12-16 representatives in an inbound customer service/sales call center• Created and implemented sales and customer service call flows and contests• Handled daily reporting of productivity and metrics, submitted payroll hours, and monitored inbound calls to improve quality and performance of reps• Facilitated and coordinated learning and development for new hires on business skills and practices• Created new customer accounts, and sent to third party for legal verification