Lead key IT projects from initiation to completion, ensuring adherence to the System Development Life Cycle and overseeing project deliverables, SOW agreements, and budget discussions with the business planning team. Identify potential risks, develop pre-emptive solutions, and manage issues to ensure smooth project execution. Facilitate clear communication between business and IT departments, ensuring all stakeholders remain informed throughout project phases and proactively addressing concerns. Optimize IT project management services and strategically allocate organizational resources to maximize value and efficiency. Integrate technical aspects across related projects, conduct needs assessments, and perform cost/benefit analyses to drive performance optimization. Lead project management meetings and foster collaborative relationships with vendors and stakeholders to achieve project goals within timelines and budgets.● Successfully completed the ASL Project by leading cross-functional IT teams and creating efficient processes.

Oversaw daily IT operations for new mobile retail store openings, managing all aspects of project implementation. Conducted on-site store visits, engaging directly with customers to improve client experience and gather feedback. Supported store managers in adopting and executing operational project management processes. Led project management meetings, coordinating efforts between cross-functional teams and external contractors.● Played pivotal role in managing launch of over 50 new retail store builds, coordinating with construction contractors to meet company standards.● Led complex business change projects, ensuring seamless execution from concept to completion while managing extensive travel requirements of up to 50%.● Managed extensive statewide travel (50% of work time), overseeing new retail store construction projects and providing on-site leadership to IT systems teams● Developed and managed organizational programs that improved employee engagement and operational efficiency.● Maintained company compliance metrics, ensuring adherence to industry regulations and internal policies.

Oversaw marketing initiatives and ensured compliance across the region to bolster sales performance. Provided guidance to sales teams, focusing on opportunity identification, customer retention, and operational best practices. Conducted regular regional store visits to verify effective marketing implementation, driving sales growth. Spearheaded R-Pro training initiatives to enhance and sustain high-quality customer experiences.● Successfully enhanced customer retention within the call center environment.

Managed comprehensive QA audits, identifying discrepancies and reporting critical findings to enhance operational efficiency. Developed and recommended training interventions based on trend analysis to improve call center performance. Acted as a key QA Liaison, delivering constructive feedback to agents and management, fostering a culture of continuous improvement. Facilitated new hire training on Corporate Quality Assurance standards and Account Security protocols. Orchestrated calibration sessions with management to ensure strict adherence to corporate policies and guidelines.● Monitored retention employees, contributing to the development of strategies aimed at improving customer satisfaction and retention rates.

Plans, organizes, coordinates, promotes, and facilitates special events including Employee Recognition Day, and account management. Coordinates and monitors event timelines; reviews and analyzes evaluations; assists in preparing a variety of publications, materials, and programs for events.

 Responsible for assisting financial reps with their customers accounts. Handled escalated call from customers with account inquires in a timely manner. Processed various types of account transfers, ACH and Ad Hoc request. Documented transactions between client accounts as requested by client. Handle retirement accounts such as IRA’s, 401k, Non-Qualified Plans, Annuities and Trust Accounts. Processed representative inquiries and discrepancies. Lead Junior Specialists in their duties by answering questions that they might have with their assignments.