Selected for a temporary stretch assignment, working with finance colleagues on optimizing financial planning, data analysis, reporting, and standard operating procedures. Managed process improvements that impacted North America, Latin America, and Columbia. • Improved finance data repository accuracy and automation by 90%, greatly reducing HRIS errors, while improving forecast capabilities, and reducing headcount hours.• Will soon complete an automation project that will shift the FP&A team to a proactive approval process that reduces reactionary responses and inaccurate data. • Hand selected for this protégé role based on exceptional operations results and ability to drive process improvements. • Role has required an impeccable attention to detail, creative problem solving to automate manual solutions, and influencing without authority to gain leadership/functional support for process changes.

Managed a team of 25 to 120 technical experts across multiple regions. Assisted Asurion with expanding the In Home program across the country, travelling extensively to open new markets and rehabilitating underperforming regions. Coached team members on effective listening skills, customizing solutions for customers, delivering first visit resolutions, and maintaining exceptional customer service. Developed training materials, prepped team meeting content, performed root cause analysis on performance, conducted ride-a-longs to review performance, performed coaching role plays with team members, built custom coaching plans, and held team members accountable to a standard of excellence. Personnel experience included recruiting, interviewing, hiring, onboarding, training, directing work, and evaluating performance. Travelled extensively to South Dakota, Louisiana, Florida, Nevada, and all across the state of California assisting with opening new and rehabilitating struggling markets. • Managed the Los Angeles region, the company’s highest volume district delivering 27% upsell rates across a team of 40, a 92% increase in performance in less than a month, while consistently delivering top 5 regional results versus the rest of the nation in all KPI's.. • Los Angeles team delivered 40% upsell attach rates on a goal of 20%; 4.9 star customer reviews versus a goal of 4.0; 92% on time scheduling versus a company average of 80%; 85% NPS on a goal of 60%; and maintained a 90% set up rate versus a goal of 75%.• Drove Sacramento upsell rates from 15% attach to over 40% and increased three other regions from 5% to over 25% in less than 4 weeks. • Became a Green Belt Certified Leader, a leadership program based on Six Sigma. • Developed trainings and playbooks that were adopted nationally. • Trained new Regional Operations Manager.• Partnered with operations and talent attraction to improve the candidate profile, which helped shape marketing materials, and reduce attrition.

Held a hybrid role, acting as an operational leader who managed a team of technical experts, while owning multiple site initiatives including leadership development and process improvement initiatives. • Developed Day One coaching model for the 1k person Las Vegas site, which was later adopted by operations nationwide for thousands of agents. The site’s 1st 6 weeks of onboarding attrition dropped from 27% to 5% and 12 week attrition dropped from 40% to 7%, saving the organization hundreds of thousands of dollars.• Managed an AT&T process improvement project with the goal of increasing the sites subpar 67% schedule adherence. Root caused issue, streamlined processes, developed training job aids, and ultimately increased site adherence to over 90% within 45 days. • Led the initiative to certify coaches at the next level of leadership training in 12 months or less; successfully transitioned 70+ coaches to the next iteration of training. Also certified all Day One coaches as Yellow Belt in less than a year. • Won multiple monthly and quarterly Manager of Quarter Awards for operational performance.

Supported 15-20 technical experts who handled whole home trouble shooting on behalf of Verizon, AT&T, Direct TV, and T-Mobile. Listened to calls, analyzed performance results, and reviewed quality assurance scores to root cause performance gaps. Developed custom coaching plans for each team members, meeting with team members weekly to ensure they had the tools to succeed. Held team members accountable, ensuring the team was best of breed in first call resolution, NPS, quality assurance, and call efficiency metrics.• Won multiple monthly and quarterly Manager of Quarter Awards for operational performance.

APAC Call Center 2014 - 2015Team Lead Handled technical trouble shooting on behalf of the Verizon client. Analyzed team results and developed coaching plans/educational material to ensure team hit first call resolution, NPS, quality assurance, and call efficiency metrics. • Reduced credits administered to customers by 45% through partnering with senior executives, root cause analysis, and delivering targeted training based.

Sold MAPD health plans in California, Oregon, Arizona and Washington. Provided supervisor support for a team of 100 agents selling MAPD, IFP, MediConnect plans. Top Performing agent and employee of the month for January.

Prospected for new clients and processed insurance products for potential policy holders.

Drove product sales at assigned events through customer interaction. Educated customers and associates on why the product is the best choice for customers. Conducted product demonstrations, merchandised, and let marketing efforts.

Part of team that launched first Briefing Room in the company. Managed a pipeline over 1 million dollars per quarter. Part of New Store Opening team for Uptown Minneapolis Store. Established and Maintained strong relationships with entrepreneurs to CEOs.• Leader of Business development & business based training of overall team