• Support in recruiting, interviewing, and training new staff. • Oversee the daily workflow of direct reports.• Provide constructive and timely performance evaluations. Guide and mentor the Customer Operations team that manages retailer and distributor accounts across the U.S. that participate in our internet based data collection platform.• Establish a thorough understanding of the client services provided by the team.• Build expertise on Customer Operations services and serve as an escalation point for complex high priority issues.• Assist customers with all matters relating to the client’s program and services• Proactively communicate risks, challenges, and recommendations to internal TKXS contacts and appropriate client stakeholders• Participate in client meetings and client communications as directed• Assist in onboarding, training, and support of staff• Identify performance and process improvements and document best practices/SOPs• Assist in facilitation of team meetings • Troubleshoot, document, and escalate technology issues via established process • Maintain cooperative working relationships with team members, leadership and company staff

• Recognized within the top 1% of the national Bank of America performance ranking for the 2019 fiscal year• Chosen by management to oversee branches when managers were out of office• Mentored and developed new hires through onboarding with a collaborative approach to cultivate and sustain a positive team environment • Built lasting professional relationships through quality support and development of quality client financial plans• Team expert and resource on compliance laws, paperwork, and procedures around client banking accounts • Achieved highest level of customer service while adapting to ever-changing demands and requirements