Executing new hire and continuous learning course for all National Account segments; managing national staff, projects, and resources in executing corporate strategy, training targets, and building high performing teams. Abilities span hiring/onboarding, staff/change management, frontline service operations delivery, project support, SME, operational strategy planning, and management of learning and development.

Project Manager with ongoing management of one or more external client-facing programs which are multi-state, multi-platform, and often multi-year in scope.• Directed the development, planning, prioritization, approval, implementation, and compliance of ongoing internal and external programs • Participated in program governance to drive response to issue escalation and report out project status; manages program budget and ensures program meets its stated objectives • Provides some subject matter expertise in response to day-to-day business issues; research applicable subject matter practices; and remains aware of industry trends• Manages external client facing relationships and partners with corporate and regional business areas• Develops communication plans and training criteria related to program success measures• Ensures program deployment aligns to strategic roadmaps and assists in maintaining a clear view to integrated and next-generation programs • Develops documentation to support meeting presentations and the tracking and reporting of the program’s success• Provides leadership to program managers, project managers and project participants• Manage client-facing programs that require managing activities and resources of multiple call centers or business areas of the organization• Support business strategies through an integrated portfolio of programs, projects, and initiatives

• Develop and manage Change Management strategies and plans, using proven Change Management methodologies and related tools• Lead efforts to drive adoption, utilization and proficiency of changes that impact employees with a focus on increasing benefit realization, return on investment, and achievement of results and outcomes• Work closely with key business leaders and stakeholders to understand implications of change • Drive engagement, awareness and preparedness for change through a robust stakeholder engagement strategy• Align and collaborate with project delivery team members to develop and manage work plans for Change Management related activities• Partner with Communications experts to deliver on an integrated communication strategy for organizational change programs and initiatives• Collaborate with readiness and sustainment partners (e.g. Training, Knowledge Management, Coaching, Quality, Process) to ensure a cohesive approach to talent readiness• Work with the project manager to integrate the approved plans into the project plan. • Execute on change management deliverables and provide regular updates on status & effectiveness through various operational levels and forums• Work collaboratively with project team members and matrix partners to identify risks, mitigation strategies and to develop action plans to resolve issues and cross-team impacts• Prepare and guide leaders (sponsors) throughout the project lifecycle to maximize sponsor engagement• Work collaboratively with project team members and key matrix partners to identify and remove barriers that slow or prevent the successful adoption and sustainment of the change initiative• Promote and support the Change Management discipline within the team and with matrix partners by articulating the value of change management in meaningful ways• Influence and inform Change Management and Communications recommendations to ensure training/project success and sustainability