• Management and direct oversight of a team of industry leading project managers. Report KPI’s, project plans, project objectives and progress to executive management, clients and stakeholders.• Managed multiple projects simultaneously and coordinate the implementation of process change rollouts throughout all departments within the organization. • Oversight of technical and non-technical implementation of new processes/controls to ensure compliance with industry laws and regulations, while ensuring changes don’t negatively impact other departments processes.• Coordinate the implementation of automated tools and technologies to create business process efficiencies.• Coordinate with operations teams to ensure proper implementation plans are deployed as a result of business and regulatory requirements.

• Management and direct oversight of a team of Customer Service and Collections Business Analysts.• Conducted root cause analysis into customer complaints to identify underlining and systemic issues impacting customer satisfaction• Enhanced and developed new process/procedures to enhance efficiency and minimize recurrence of complaints.• Collaborate with all departments, including the contact center, to address underlying issues contributing to customer complaints• Designed and implemented automated call center MSP scripts, reducing agent errors by over 50% ultimately leading to the reduction of customer complaints in problematic area’s.• Overhaled complaint category’s and subcategory’s to better identify the root cause of borrower complaints and issues.

• Responsible for the successful build out and implementation of the verbal complaint reporting structure, while automating reporting requirements to streamline data transition to adhere to clients and regulatory reporting requirements.• Designed and implemented the complaint management, complaint oversight and reporting process including new policies and procedures from the ground up.• Successfully transitioned complaint data from the Footprints complaint management system to Dynamics • Coordinated with lead software developers to create the verbal compliant platform in Dynamics. Designed new fields within the application to fulfill client specific reporting requirements• Analyzed complaint data and trends to identify recurring patterns and opportunities for process improvements to reduce overall complaint volume in problematic areas.

• Management and direct oversight for a team of 35 multinational analysts, reviewing job performance standards and ensuring continuous operational readiness.• Championed oversight of work force including scheduling and succession planning for DOD and NATO projects. • Coordinated and executed data collection, timely reporting initiatives and watched floor management to support 24/7 mission-critical maritime intelligence and surveillance operations. • Played a vital role in delivering data analysis findings to key military assets across the globe. • Deputizing for officer in charge including, Schedules meetings and appointments, establishes agendas and other supporting documentation for meetings, and documenting meeting minutes.• Direct oversight of assisting with long range planning and formulation of goals and objectives and aiding in the development of policies, procedures, manuals, and plans. • Established reputation for increasing watch floor capacity and technical knowledge by 35% through development of a training simulation program for 30 new personnel. • Boosted operational readiness 40% by assisting with software installations, upgrades and configurations.

• Specialized in radar and sonar operations and responsible for operating and maintaining mission critical surface ship command system• Analyzed and reported information at all classification levels resulting in successful missions over 4 global deployments. • Sustained partnerships with senior leadership, multiple departments and teams to ensure operational excellence throughout tenure.• Spearheaded the supervision of 50+ mission critical evolutions including sonar towed array handing operations, tracking/analysis of foreign contacts and equipment diagnosis/repair. • Improved equipment downtime by identifying faults in computer-controlled electronic sonar systems via test equipment, schematics, wiring/circuit diagrams and technical manuals.

• Account ManagerConducted market research, identified new opportunities for brand partnerships. Maintained relationships and conducted regular training with major brand company’s• Customer relationsDeveloped and maintained account executive relationships by attending regular sales meeting, product launches and exhibitions, resulting in repeat business and identification of new business opportunities• Sales representativeRanked #3 sales representative in the region, exceeding sales goals by 116% annually • Management of stock intakeResponsible for the intake ordering and purchasing of store equipment, conducted monthly and annual audits, reporting and troubleshooting with senior management