● Strategized Division Leaders to develop and prepare teams across various sites● Created various reports for Site, Division, and Team Leaders in a timely and efficient manner● Created and presented a monthly business review deck to the Site leader on a monthly basis. ● Managed numerous project independently such as, analyzing Call Center Metrics to identify efficiencies to meet and exceed quality scores and SLA Levels.● Produced case studies for sites that explained the decline in productivity of Specialists due to system problems. ● Opened and helped to resolve tickets due to various system problems across the site.● Conducted Interviews along with the hiring and event managers to identify talent for the division

● Responded to customer inquiries relating to Chase.com, financial transaction, and problem resolution.● Provided prompt and accurate answers utilizing the banking system resources● Approved customer inquiries regarding their funds transfers and refund fees● Responsible for the investigation and management of all follow-up activities needed to determine root cause of issues.