Non profit education for ADHD and autistic young adults- Prepared Life Skills resource library based on evidence based materials and interventions for excutive functioning, health and wellness as well as academic support. Developing mental health detailed lesson plans for counselors. Prepping groundwork and researched for guest speakers for spring conference. Set up mass mailing for invites. Completed 375 hours at the Help Group.

Operations Manager with a team of 30 FTE. Managed seven sites in a two state area for Health Net Insurance. Leader of a successful and skillful performing team which included two copy/print centers, a scanning operation with HIPAA requirements and seven mail distribution sites, operating in a secured environment. Also managed up to nine projects, several vendor relations and an in house courier van service. Subject matter expert with special scanning projects and processes. Extensive experience with Process and Procedures and championing financial expenditures for developing department profitability . Initiated extensive training resulting in a more knowledgeable team. Developed a staff crossed trained on three functions for additional coverage during cutbacks in staffing. Ensured all HIPAA processes were followed with audit examinations inhouse. Excellent service and timely response in all areas exceeding Health Net's contracted standards which reduced overall reported issues.

Managed a top performing team of 10 managers with a staff of 200 FTE. Call Center operated 24/7averaging 45,000 calls daily in a service and sales environment. Customer Relations expert. Respected change agent. Well versed in resolving and diminishing escalated calls, managing key performance indicators and providing top performance results surpassing all goals. Strong directive with reducing average handle times, team mentoring and incentive building. Built a strong inbound sales team through training and coaching. Developed managers to excel at budget and team performance processes. Presented orientation for new hire trainees and workshops for new managers to develop visionary leadership.

Managed 30 agents in a high performing call center delivering successful results month over month. Promoted team building through clear expectations, committment, contests and service awareness in a friendly competitive environment. Set up personal goals for each operator and provided feed back on performance based on silent and side by side monitoring using Key Performance indicators (KPIs) and scripting. Reduced average talk time with silent monitoring, side by sides and regular feedback to staff. Improved team performance by 20% within one year. Trained team on inbound outbound sales unit combining sales and service.