Working full-time as a Team Manager in the CalSTRS Customer Service Contact Center. Supervise a team of Contact Center Analysts and Senior Contact Center Analysts. Monitor service levels, call metrics, quality, and performance. Observe and analyze changes to Teachers' Retirement Law and other procedures that affect our business. Continuing project work as a Subject Matter Expert on the Pension Solution Project, a design and implementation endeavor to rollout a brand new pension administration to the business. Other duties involve coaching, handling escalated calls by using de-escalation techniques and leveraging my in-depth business knowledge, assisting with recruitment initiatives and actively contributing to the Customer Service leadership team with my insight, critical thinking and presentation skills.

As an Associate Pension Program Analyst, I increased my number of roles and responsibilities in CalSTRS Customer Service and within the organization as a whole. In addition to the duties and skills that I performed as a Pension Program Analyst, my roles in this position include: *Daily Customer Service phone calls and online messages as a Senior Contact Center Analyst*Contact Center representative on the CalSTRS Legislative Analysis Team. Review legislation that is being implemented, will be implemented, and newly proposed changes. Attend regular meetings to discuss newly proposed legislation, legislative issues, and provide my insight as to how legislative changes may impact CalSTRS. Have also given a presentation at a large all staff meeting on a specific legislative issue. *Subject matter expert representing the Contact Center on a major IT endeavor: the design and implementation of a new pension administration system. Provide weekly updates to the Customer Service division to help staff and leadership have more visibility and understanding of the new pension administration system.*Provided multiple presentations in small and large group settings, such as a recorded demonstration of a prototype of our new pension administration system as well as a live demonstration of a different prototype related to the project at a large all staff meeting.*Change Champion for Customer Service for the new pension administration system.*Tester for the new pension administration system.*Participant in multiple focus groups and pilots for newly developed tools and resources for the Contact Center.*Member of the Building Emergency Response Team (BERT)*Peer mentor for new agents learning to take Customer Service calls and to write online messages.*An "Elevated" analyst that serves to help other Contact Center analysts who need expert advice or assistance on a phone call, or assistance with deescalating an upset caller.

Working in an "out-of-class", temporary position as a Staff Services Manager 1 Contact Center Team Manager for a 4 month period (mid-June 2020 to mid-October 2020). Supervise a team of Contact Center Analysts and Senior Contact Center Analysts. In this role, I have: *Demonstrated my value by applying my 360 degree understanding of our organization to aid in decision making within the Customer Service division. *Leverage my experience on the Legislative Analyst Team, as a subject matter expert for our new pension administration system, and as a Senior Analyst to provide unique and valuable insight *Participated, contributed and facilitated in various meetings involving staff and leadership. *Conducted one-on-one meetings with staff to review and coach to monthly performance metrics, as well as building on interpersonal relationships and supporting staff in their career endeavors. *Provided one-on-one coaching to staff when needed to help them improve their skills related to handling phone calls and writing online messages to quality assurance standards.*Provided one-on-one peer mentoring to help onboard new staff transitioning from training to production. *Presented monthly business review slides to leadership to provide a snapshot understanding of my team's month-by-month performance, the factors impacting positive or negative trends, and any success stories about my staff. *Monitored "escalated" phone line for agents that require a manager to assist on a given call. Deescalated and assisted upset callers. *Handled administrative workload of time sheets for my staff, as well as individual monthly reports, managing attendance trackers and leave balances to support my staff. *Monitor daily queues of phone calls and online messages to help make resource decisions to best meet service level expectations.

Contact Center Analyst in the CalSTRS Customer Service division. Demonstrated exceptional capacity to quickly learn and apply information dictated by Teachers' Retirement Law to assist members, beneficiaries, payees and other third parties via customer service phone calls. Leveraged strong interpersonal skills and active listening to facilitate conversations with customers by explaining complex information with accessible simplicity, as well as deescalating upset callers when necessary. Consistently achieved perfect quality assurance scores by thoroughly researching and leveraging a large amount of informational resources. Applied my honed business writing skills to respond to written member inquiries submitted through myCalSTRS.com.

Worked out of Oracle HQ as the inside sales, core technology account manager for 6 enterprise (fortune 500, Mid-West) accounts. Was a point of contact for director and VP level executives seeking Oracle resources. Facilitated the entire sales process, from cold and warm calling to closing transactions. Created and delivered complex presentations based off of raw spreadsheet data in order to simplify decision making processes for customers. Also created and delivered presentations internally, generally reflecting my past, current and future sales. Used Oracle's Fusion CRM to input and forecast sales data.

Worked closely with account managers (inside sales team) and solutions engineers to connect enterprise customers (fortune 500, mainly West Coast) with the Oracle resources they required. Specifically sold to independent software vendors (ISVs) who used or were looking to implement Oracle database and middleware on the back-end of their own SaaS applications. Worked with high profile accounts such as Hewlett-Packard, Microsoft, Intel and Amazon. Performed many cold/warm calls, facilitated conference calls to progress business, and created/delivered complex presentations reflecting my own business internally.

2 months of hands on, full time training on Santa Clara University campus with the Oracle Sales Academy. Training included business and communication fundamentals, presentations from nationally accredited business people (Larry Ellison included) and plenty of learn-by-doing speech and conversational scenarios. Also included technology-based research on an industry-by-industry scale.

Performed general office duties. Researched player statistics and rosters. Experienced working in a fast paced environment with high profile clients, mainly Major League Baseball players.