• Manage team of six responsible for long/short term workforce planning, scheduling, time request management, payroll, reporting, and meeting KPI performance/financial objectives• Develop and maintain budget staff plans and staff modeling for initiative/ROI review• Develop and maintain schedule alignment procedures to maintain business objectives• Quickly and efficiently solve business and customer service challenges• Utilize Workforce Management solutions to include Verint, Genesys, Playvox (formally Agyle Time), PeopleNet, and Kronos • Utilize Automated Contact Distribution (ACD) solutions to include Siemens OpenScape, Genesys, and Gladly• Utilize software applications to include MS Access, MS Excel, MS Word, MS PowerPoint, for reporting, information analysis, and standard operating procedures (SOP) development/maintenance

• Created and managed staffing schedules for 600+ associates• Developed and maintained off the phone training, network initiatives, team meetings, coaching, scheduling and reporting processes• Provided accurate training completion counts from business leaders down to associate levels• Converted associate annual review process from MS Excel to MS Access to provide one centralized source for information storage and reporting

• Assisted card members with resolving account inquiries and billing disputes• Offered programs to enhance customer experience and their relationship with American Express.• Up-trained associates on selling techniques and new programs offered by American Express

• Serviced inbound customers and sales team resolving account inquiries, complex contractual agreements, and placing orders