Currently manage teams of Legal Administrative Specialists (LAS’s), ensuring that our Veterans receive the highest customer service and quality in response to the vast array of benefits offered by the Veterans Affairs. Manage LAS’s in the Salt Lake City National Call Center (SLCNCC), including the hiring and training. Advise and provide information on benefits, laws, regulations, and rights, explaining pertinent legal provisions and related administrative practices and their application to specific cases, and assist individuals in how best to provide required documents and evidence.Manage and distribute the workload while adhering to the division priorities and time restrictions.82% of my LAS’s achieved outstanding ratings in their Yearly Performance Review.Analyze data and statistics for accuracy, trends, and improvement.Successful completion and administered all monthly, mid-year, and yearly performance appraisals, action plans, quality reviews, and random quality spot-checking, including promotions and LAS’s.

Managed teams of up to 27 Customer Specialists, ensuring that contractual obligations and customer expectations were met and adhered to, including financial exceptions, appeals, and contract reviews. Awarded "Best Customer Service Team Quality of the Month" numerous times. Promoted Specialists to Dedicated Units, Resource Desk, Marketing, Membership, and Member Advocate.Chairperson for process improvement committees, including "what makes a perfect call" and "miss-commitments and how to handle them.“Developed progress and promotion tracking guidelines and specialist's handbooks.

Tasked with call center operational metrics and quality measures. Manage Talent – enthusiasm for and experience in coaching a team for performance. Recognize and reward outstanding individual and team accomplishments. Think Critically - ability to understand the business and its evolving needs. Flexible - readily adjusts strategy and tactics to meet evolving business needs.Communicate Effectively – clearly and proactively communicates to partners. Drive for Results - highly productive; meets or exceeds multiple/simultaneous deadlines while maintaining a calm, friendly, and professional demeanor.Highly Collaborative - seeks and supports cross-boundary relationships.