Managed team of coordinators responsible for processing over 300,000 donations annually to the University’s general ledger. Oversight of the department’s online help site/ticketing system, online chat support, and donation helpline. Ensured compliance with all CASE Management standards for higher education charitable gift reporting and IRS Rules and Regulations related to charitable gifts. Responsible for weekly, monthly, and annual analysis and reports. -Lead team to exceed service level goals for the online help site that built trust with unit partners and improved customer satisfaction.-Established and implemented a successful self-service constituent data training program of 54 participants, from units within the university, leveraging their resources to handle increased volume and support shared -ownership/accountability of the data. This program included training videos, instructor-led training, certification, audits and reporting. -Created method for importing revenue data to streamline processing and manage increased demand.-Recruited, trained and developed staff targeting high-potential, ambitious candidates to maximize the team’s performance.

Managed customer accounts with an emphasis to drive sales. Analyzed accounts and recommended purchase saving opportunities and provided training for online ordering.-Enhanced customer satisfaction and retention through regular customer contact and problem resolution.-Exceeded monthly sales and gross profit goals set by management.

Sales Operations and Quality Assurance Team Leader/Officer Citi/ABN AMRO 07/04-05/08Supervised staff responsible for contract review and account approval, annual audit/recertification, broker licensing, and maintenance of over 6000 clients. Provided support to 150 member sales force.-Led department to exceed standard account approval turnaround times in an environment of steadily increasing volume.-Reduced deficiencies by 25% in recertification process by reorganizing the internal process and improving communication and consistency with clients and sales force.-Successfully implemented new processes and changes to procedures that improved daily work flow and met requirements set by senior management, Legal, Audit and Compliance.-Established quantifiable performance goals and provided performance reviews and action plans to develop employees to their full potential.-Successfully managed distribution and collection of updated contracts and addendums involving over 2000 broker accounts to meet the goals set by senior management.-Coordinated contract negotiations between wholesale clients and Legal that satisfied both parties. -Completed seamless transition from ABN AMRO to Citi after acquisition and through department transition from Sales Operations to Quality Assurance.Regional Sales Operations Coordinator 01/03-07/04-Analyzed and approved prospective client contracts and mitigated risk by ensuring accounts met all requirements. Maintained account base in coordination with the sales force. Monitored and tracked service offerings and account pricing. -Exceeded account approval turnaround times and maintenance in fast growing region which increased satisfaction levels among sales force and customers.-Selected to organize employee participation and provided ideas, support and feedback for Spirit employee recognition program.