Energetic strategic leader with over 17 years of proven success in workforce management, quality assurance, and continuous improvement. Recognized for driving Employee Engagement and Empowerment initiatives, achieving a 12-point increase in engagement scores. Adept at identifying and overcoming obstacles, leveraging team members’ unique talents to achieve shared goals. Honored with the “Leave it Better” for a leadership style centered on employee development and care. Certified Lean Six Sigma Green Belt (LSSGB), committed to excellence and continuous growth. Passionate about creating efficient, high-performing teams and fostering a culture of continuous improvement. Let’s connect and explore how we can collaborate to drive success.Core Competencies • Team Leadership & Development • Performance Management • Customer Satisfaction & Problem-Solving • Quality Assurance & Process Improvement • Workforce Management & Scheduling • Operational Efficiency & Resource OptimizationSkills • Leadership: Directed teams across various roles, achieving high Customer Experience Index (CXi) ratings and promoting 11 employees within the department at Consumers Energy. • Analytical Thinking: Crafted and executed problem-solving strategies for managing diverse workforces and addressing performance gaps, leading to a 45% increase in career growth at Consumers Energy. • Project Management: Planned and executed initiatives like creating Resource Libraries and automated email queue systems, streamlining operations at Consumers Energy. • Technical Proficiency: Proficient in Workforce Management systems, leading continuous training rollouts at Gordon Food Service, and analyzing call handling times at Farmers Insurance. • Customer Service: Enhanced customer satisfaction by 88% through strategic survey feedback resolution and reduced rework at Consumers Energy. • Process Improvement: Implemented quality assurance initiatives, including skill-based matrices, contributing to overall team progress at Consumers Energy. • Data Analysis: Built accurate forecasting models and promoted data-driven decision-making among executive leaders, achieving a 1% accuracy rate in forecasting at Farmers Insurance. • Property Management: Managed billing, financial monitoring, and resident relations at Orchard Place Apartments, ensuring 96% compliance with regulations and enhancing resident satisfaction.
Listed skills include Insurance.
