Capitalize on the opportunity to lead all fast-paced, high-volume call center operations, including mentoring and managing a service-centric team in ensuring compliance with organizational regulations and policies. Deliver continuous client support, including proactively analyzing and mitigating system issues and auditing results.Resourcefully coach staff by identifying development requirements, resolving daily issues, and training employees for improved customer service skills. Develop and execute Key Performance Indicators (KPIs) and performance reports to assist senior teams in decision-making. Develop a post-training nesting department.KEY ACCOMPLISHMENTS:• Improved overall customer satisfaction rates within a new advisor pool by 10%.• Increased team-wide training proficiency by revamping the training program by 14%.• Deployed state-of-the-art systems and implemented new process enhancement strategies.• Substantially reduced team absenteeism by up to 10% and enhanced team performance by 11%.

Excelled in driving the delivery of team-focused KPIs encompassing all quality, productivity, and compliance parameters. Managed a top-notch team in identifying and addressing development issues. Enhanced performance by coaching and mentoring team members, including providing regular feedback. KEY ACCOMPLISHMENTS:• Analyzed best practices for continuous team improvements.• Enforced all organizational policies and procedures for strict compliance.• Continually assessed team performance and recommended training interventions.

Leveraged broad scope of industry knowledge toward serving within a confidential contract PMO role tasked with customizing and implementing new software and training / development initiatives. Contributed sharp analytical abilities toward maintaining a high-volume budget. Optimized communication throughout projects.KEY ACCOMPLISHMENTS:• Developed staffing solutions to consistently accomplish tight deadlines.• Built and sustained mutually beneficial relationships among stakeholders.

Spearheaded results-generating program initiatives for transforming and deploying globally distributed printed training manuals to digital format. Developed project documentation, wrote and acquired marketing materials, and performed competitive analyses. Interfaced among executives to develop business growth strategies.KEY ACCOMPLISHMENTS:• Coached and mentored a global team and supported 1,000+ employees in using digital guides.• Reduced development time by six (6) months and resources via development of cross-functional global teams, system integration issues identification, and outlining user interface.• Saved more than $500,000 and 40+ tons of paper in shipping and printing expenses by delivering products within timelines and in compliance with company’s “Going Green” initiative.• Maximized client satisfaction by ensuring seamless systems functionality and compliance with company policies / standards and user requirements.

Led targeted decision-making across all global professional services-centric projects by providing key support and resource management. Cost-effectively oversaw budget and staff while serving as a “go-to” project / quality manager tasked with efficiently directing curriculum endeavors to align with all education-specific objectives.Continually retained instructional design integrity of company training department. Managed innovative curriculum design of advanced CAD programs. Established standards team to approve training content involving grammar, tagging (DITA / XML), spelling, syntax, and localization for improving user satisfaction rate.KEY ACCOMPLISHMENTS:• Prevented escalated costs via coordination and communication among global printing vendors.• Slashed data inaccuracy by 25% and boosted enterprise resource planning by managing operations of multiple projects, including resource scheduling and pipeline forecasting.• Secured $300,000 profit annually by building a team of authors for streamlining calendars, selecting creative resources, and backfilling Subject Matter Experts (SMEs).• Approved transformation to DITA / XML format by coaching users, creating documentation, and synchronizing updates which led to 40% faster creation of revised materials.

Strategically formulated and ensured standards implementation for delivery of products and courses with domestic and localized languages. Monitored product release dates to surpass delivery targets. Coordinated instructional design. Reduced time-to-market by developing project plans and course design documents.KEY ACCOMPLISHMENTS:• Augmented user acceptance rates up to 50% and reduced production costs.• Developed new companywide standards in training materials and documentation.• Consolidated expenditures via dynamic materials production and pre-press internalization.• Boosted customer satisfaction by establishing SLAs and delivery timelines with print vendors.