• Integrated Power Automate, SharePoint and Power BI to automate repetitive reports previously generated by individuals that saves over 150 hours of manpower each year• Serve as IVR administrator for call center platform, NICE CXone, including changes to IVR menus and scripting, ACD call routing and skills, user profile management and all reporting of call center KPIs• Improved IVR call routing and messaging to provide key information to callers and reduce call volume to agents by over 10%• Added feature to the IVR that allow supervisors to quickly and dynamically add temporary messages to the IVR during outages or emergencies, reducing call volumes to agents during outages and surges by as much as 20%• Used Lean Six Sigma techniques to monitor process performance and create predictable data models used to achieve Capability Maturity Model Integration (CMMI) Level 4 for our organization• Created a predictability model that forecasted the Average Speed of Answer within 10 seconds or less, with 75% accuracy depending on call volume variation

• Effectively utilize telecommunication and face to face interactions to cultivate and maintain positive customer relationships with contracted customers, including liaisons from the Centers for Medicare and Medicaid, across geographic areas.• Served as project lead and chief strategist for development of CMS Policy and Programs Group (PPG) SharePoint sites providing guidance and recommendations for structure and development of content.• Provided leadership and development of SharePoint tools used to automate client business processes.• Responsible for assisting with developing department strategy and support, providing input in key management decisions, and giving direction to ABOSC team members.• Accountable for performing multiple Quality Control functions such as call auditing, call audit calibration, weekly and monthly reporting, and call audit disputes to ensure customer quality expectations were exceeded.• Provide in-person and teleconference training for both external customers and internal team members including developing training materials as well as leading both in-person and teleconference training sessions.• Develop and implement quality guidelines and criteria for auditing electronic inquiries to improve quality of responses and customer satisfaction.• Utilize the Remedy inquiry management system to perform various Knowledge Management (KM) functions. • Developed Knowledge Management decision trees that reduced number of scripts CSRs had to search by more than 10%.• Responsible for developing and updating department SOPs and accompanying process flows.

- Responsible for managing day to day operation of inbound and outbound customer service teams and all support functions for the Electronic Health Records Information Center.- Coach, develop, and mentor operations support staff, customer service supervisors and 30 – 40 customer service representatives to provide best in class customer service across multiple channels.- Create, plan, and manage Information Center strategy to support and exceed customer quality and accuracy standards.- Coordinate all support departments such as training, scripting, quality assurance, communications, IVR and call routing, and subject matter experts to achieve contractual requirements of the Information Center.- Create and implement strategic action plans to address Information Center performance deficiencies and maintain high quality standards.- Responsible for continuous improvement and increased efficiency of Information Center through process and technology improvements.- Accountable for management and coordination of all graphical user interface quarterly release activities including gathering and suggesting requirements, training, script development, process development, operational readiness reviews, and testing.- Organize and direct process and procedure development and training for implementation of Knowledge Management system and Customer Relationship Management system upgrades.- Responsible for managing and assisting with the development and implementation of training materials, training plan, and training processes to support Information Center goals and strategy.

- Responsible for supporting the Customer Contact Center strategy by implementing technology improvements, energizing sales/referrals and aligning the sales/service individual team strategy with the department strategy.- Created and facilitated ongoing sales and service training of 40+ tele-sales and tele-service agents to ensure all sales and service goals are exceeded.- Responsible for motivating inbound sales and service teams to consistently meet monthly and annual sales goals. - Accountable for the contact center service and sales teams meeting and exceeding all sales campaigns and company sales promotions. Average campaign and promotional results are 110% of goal. - Collaborate with Contact Center Director and Contact Center Supervisors on strategic planning, operational processes, corporate initiatives, technology improvements, and quality improvement. - Accountable for advising on the customer service impact of customer communications sent by Product Management or Corporation to assure clarity of information and the preparation and ability to handle call volumes after mailing. - Plan, manage and direct staff to assure all service delivery channels (IVR, Phone Rep, Email overflow) and processes are operating to meet service & sales goals of 80/30.- Responsible for the management of head count, sales budgets, and general expense metrics of the sales team.- Responsible for the contact center’s passing of all compliance and audit testing/standards.- Managed staff through phone system conversion to CISCO and provided input while planning conversion.- Member of core team responsible for developing and improving quality assurance process.- Responsible for reviewing and suggesting improvements on Contact Center policies and procedures as a member of the Subject Matter Expert team.

- Managed the daily operations of Call Center service and sales functions.- Developed, implemented and enhanced call center systems, technologies, and strategies such as call routing.- Monitored the productivity of 35 agents and 2 supervisors to ensure department goals are met.- Contributed to the overall profitability of the Bank through income generation and marketing efforts.- Created specialized customer service departments to serve Private and Business customers more efficiently and effectively.- Utilized call center software and reports to ensure call metrics remained within company guidelines.- Ensured departmental sales and service goals are achieved.Managed all sales functions to increase deposit and loan growth portfolios of largest branch. - Assured audit compliance and procedure quality control and recommended and initiated corrective actions.