• Demonstrated track record of developing relationships with and liaising between high-net worth individuals and various departments to ensure the success of each transaction.• Liaised with clients, frontline sales, and underwriters to gather required documentation, resolve application issues, and field customer complaints by building trust and maintaining transparency.• Reviewed loan files and updated to match current standards.

• Created and implemented an employee engagement team to plan, coordinate and facilitate employee engagement events geared toward boosting morale.• Subject matter expert for complex issues.• Instrumental in directing the launch of a new third-party vendor site for a new line ofbusiness, which included training and mentoring new employees.• Motivated and trained employees to maximize team productivity.• Responsible for a team of representative's performance, development, mentoring, andcoaching to meet and continuously improve both TeleTech and client metrics for inbound and outbound calling.

Conducts the review and investigation, liability determination, and management of disability claims. Manages complex short-term disability claims. Applies the appropriate contractual provisions; legal guidelines; case management resources; and claim procedures, concepts, principles, and protocols to risk manage claims. Regularly exercises independent judgment in interpreting information. Uses disability claim system to manage and pay claims while meeting all service, timeframe, and productions standards. Forwards claims on to more senior Case Managers if the complexity of the claims exceed the complexity responsibility and authority guidelines.

• Successfully coached, managed, and mentored customer care representatives to meet and exceed performing and leading metrics while obtaining success in career progression. • Charlotte’s First Culture Crew-September 2010o Created the monthly event calendar for center-wide distributiono Employee Engagement Coordinator-coordinated and planned center-wide events, developed and maintained ongoing morale building contests, competitions and reward programs for a 300+ employee customer contact center.o Facilitated focus groups• Senior Customer Service Representative-October 2010o Floor Support for call assistance and escalated call handlingo Traveled to a vendor center for six weeks to assist in training-November 2010• Transition Assistant-April 2011o Coordinated with resource management team to generate scheduleso Planned and facilitated trainings for systems, policies and procedures• Emerging Talent Supervisor Training Program-August 2011

• Plan and execute major aspects of event management to include selecting sites, developing marketing materials, building registration processes and records, and providing on-site management for assigned events ranging from 15 to 300 attendees. • Negotiate complex service contracts and approve all event expenses. • Manage vendors to include venues, transportation, hotels, caterers, security, emcees, and entertainment. • Website design and maintenance• Building and maintaining corporate image• Networking to build positive client and vendor relations• Event schedule creation and implementation • Event/venue layout• Event decor & design

Assumed the responsibilities of Rehab Manager and transformed a rehab department into a smooth-running operation by:• Redesigning and implementing a new filing system• Ensuring that necessary staffing requirements patient evaluation and treatment were met daily• Assured that necessary documentation was in place for compliance purposes

• Promoted to Admissions Coordinator and became responsible for admissions and marketing services• Began to recreate the facility image and build rapport with potential clients