o Manage fast paced Technical Call Center associates and collaborate with them to meet and exceed their metrics o Analyze reports – Cognos Reporting, Tableau, Excel to work with associates on performanceo Contact clients that submit surveys with concerns regarding their interactions to create promoterso Engage all associates on a continual basis to develop and enhance their career directiono Review and update processes and procedures to focus on the best service experience for… Show more o Manage fast paced Technical Call Center associates and collaborate with them to meet and exceed their metrics o Analyze reports – Cognos Reporting, Tableau, Excel to work with associates on performanceo Contact clients that submit surveys with concerns regarding their interactions to create promoterso Engage all associates on a continual basis to develop and enhance their career directiono Review and update processes and procedures to focus on the best service experience for the cliento Manage multiple projects simultaneously while multi-tasking with several departmentso Established the Inbound/Resolution Service Model resulting in improved and consistent achievement of Service Level. Focusing on consistency and one and done calls to improve the level of service to the client. o Built a cohesive virtual team which exceeded team as well as individual goals Show less

o Managed group of Call Center Service associates throughout their daily functionso Developed and mentored associates through the skill based pay process as part of career developmento Handled client escalations which included pricing negotiations to maintain client satisfactiono Led team through the Regional consolidations while maintaining high quality survey scores throughout the processo Created the standards and led the first virtual client service team in Great Lakes… Show more o Managed group of Call Center Service associates throughout their daily functionso Developed and mentored associates through the skill based pay process as part of career developmento Handled client escalations which included pricing negotiations to maintain client satisfactiono Led team through the Regional consolidations while maintaining high quality survey scores throughout the processo Created the standards and led the first virtual client service team in Great Lakes regiono Participated in the development of the first client service handbook which included online procedures for the service representatives to allow quicker and more consistent resolutions Show less

Operations, PC, and LAN Support Manager:o Managed and cross trained three separate departments to maximize coverage to all clientso Directed the activities for the office operations by managing, mainframe, network, and help desk associates and their functionso Served as project coordinator to make sure that all daily/weekly program updates were installed timely and accurately