Led the Business Operations department of a SaaS organization, which consists of Enterprise Operations, Project Management Office, Help Desk and Vendor Management. Responsible for ensuring the technical infrastructure, including the applications, services, communications network, site security and wireless systems are functioning and up-to-date, as well as functioning as the conduit for interdepartmental/cross-functional projects and communications. Also responsible for addressing and resolving internal service tickets submitted by employees. In addition, my team is responsible for vendor management and the vetting of any potential vendors for HomeTown Ticketing. I am also personally responsible for approving all vendor invoices. Our primary goal is to effectively execute current and future objectives by leveraging both Lean Six Sigma and OKR principles.◼ Reduced application licenses usage resulting in cost savings of more than $100,000 in 2022 ◼ Recommended vendor contract changes resulting in another $75,000+ in cost savings in 2022◼ Leads the professional development training program for Directors and Managers of HomeTown Ticketing ◼ Led the HomeTown Ticketing OKR initiative

Led 100 customer service specialists, including 7 supervisors, managers and additional staff in support of American vision Partners, which involved optometrists, ophthalmologists, and their staff & patients in Arizona, Nevada, New Mexico & Texas. Phone staff handled general questions and scheduled clinical appointments, as well as triaged patient symptoms to determine whether an emergency appointment was needed. ◼ Reduced Abandonment Rate from 44% in February 2021 to less than 3% in June 2021 ◼ Redesigned Call Center Leadership structure to better support the phone staff, clients and internal stakeholders, which improved communication and improved both customer and staff experiences, based upon direct stakeholder feedback ◼ Led launch of 3rd party vendor partnership to address spikes in call volumes without overstaffing core personnel ◼ Awarded CEO Leadership award for 2nd Quarter of 2021

As Operations Manager, led a team of 6-7 direct-report supervisors and 12-15 indirect reports in on-premise and virtual call center environments, providing comprehensive support to Verizon customers (technical support, billing and warranty issues, sales of warranty and identity theft protection). Create and execute strategies to achieve Key Performance Indicators, including Sales, Customer Experience, Call Quality, Attendance & Adherence, and others. As Field Operations Manager, directed a team of 14 coaches who led 350 experts in 16 markets as part of the In-Home Program for Verizon. Managed the logistical software that ensured timely arrival of experts for home/business appointments, optimized the delivery process, and ensured proper execution of protocols for inventory management. ◼ Paved the way for a 37.8% month-over-month sales increase per 100 calls from 11/2020 to 12/2020, along with a Top 20% in Customer Experience performance for the Verizon portfolio in 12/2020. ◼ Played key role in launching new In-Home Program for Verizon that involved technical experts delivering replacement devices directly to customers. Launched and managed In-Home hub sites in 16 major cities across 9 states. Oversaw the largest region in the country for In-House Support. ◼ Ensured progression of supervisors through an Educational Leadership program designed to develop and enhance skills (relating to coaching experts) from a behavior modification perspective.

As Director of Customer Service, directed a 200+ in-house customer service team and a group of 3rd -party vendors across multiple site locations (AZ, WA, FL) for an industry leader in fiscal intermediary services (specializing in consumer-directed Medicaid and Medicare programs). Wrote and executed the Business Continuity/Continuity of Operations Plans, Emergency Action Plans, and Crisis Communications Plan. ◼ Led the team to meet and exceed goals in servicing 100K+ participants and 150K+ care providers across a 24-state region (handling over 3M customer service interactions annually). ◼ Developed and launched the Business Continuity Program for the entire organization, as well as leading the Business Continuity Program of the parent firm. Certified as a Business Continuity Professional from the Business Continuity Institute and Business Resilience Certification Consortium International.

Sales coach, leader and primary escalation point for 18 Account Managers in a B2B Sales & Service environment selling industrial level cleaning & janitorial supplies.

As Assistant Vice President, led a team of 700+ within the subsidiary organization Higher Education Resource Organization (HERO), including 2 Directors and 8 Managers. Led weekly business reviews with the team, monthly SWOT analyses with each team member, and monthly company-wide meetings to highlight organizational and individual achievements. Communicated with executive management on team performance and overall strategic direction. Previously, managed Sales and Service campaigns with clients that included Pitney-Bowes, Chase, CHELA Financial, OneTel UK, and others. ◼ Played key role in the successful launch of HERO, MSA Solutions’ 1st internal sales acquisitions subsidiary that specialized in educational financing. ◼ Led the consolidation of 48K student loans in 2006 and 17K in 2007 ($20K+ and $25K+ average loan amounts, respectively), with a $1,245 avg. consolidation per production hour in 2006 and $1,331 avg. in 2007. ◼ Drove rise in MSA Solutions from 10th among 12 vendors to 1st place in Chase Consumer Acquisitions Vendor Comparisons (within 3 months of assuming leadership for the campaign); maintained 1st place for 14 straight months. ◼ Standardized criteria for employee promotions from Agent to Supervisor and Supervisor to Manager. ◼ Selected by vendor management OptimaDirect to lead Best Practices workshop with other vendors.

Manager of 7 supervisors leading 130+ agents in a blended environment of Inbound Customer Service and Outbound Sales with a variety of customer clients, including RCN, Qwest, Gevalia, Scholastic Magazine and others. Duties included: Maintaining communication with Lawrence, KS facility to optimize efficiency while attaining requisite service levels; Serving as escalation point for customer concerns; Managing agent and supervisor scheduling; Hiring agents and supervisors• Maintained 1st place in Quality among sites of Affintas Corporation working the RCN Customer Service campaign• Led the launch of the RCN Cable Modem Technical Support segment of the RCN Customer Service campaign• Led the launch of the Scholastic Magazine sales campaign

Started as an agent in Addison, TX on the American Express Customer Retention campaign before being offered the opportunity to help launch a new site in St Joseph, MO. Advanced to increasingly responsible positions, culminating in the Group Manager role leading a staff of 350+ employees, through my team of 12 supervisors, on the American Express Pay By Phone and Apply By Phone Customer Service campaigns. As the primary site for these campaigns, I also helped to manage the Joplin, MO facility when necessary to divert traffic to more effectively handle call volume. Other duties included: Agent and Supervisor scheduling; Supervisor performance evaluations; Call forecasting; Trouble Ticket monitoring; Serving as escalation point for customer concerns; Leading Weekly client calibration calls. Prior to the Group Manager role, I served as a quality compliance and sales coach on the American Express Customer Retention campaign in which I was responsible for the development of 125 AMEX Retention agents - primarily through day-to-day, side-by-side coaching.• Helped to successful launch the AMEX Retention, as well as Pay By Phone/Apply By Phone campaigns at St Joseph, MO site• Grew Pay By Phone/Apply By Phone from 50 to 350+ agents• Surpassed production goals in Pay By Phone/Apply By Phone for 6 consecutive months (Jul 00 – Dec 00)• Rewrote verbiage to effectively address customer objections regarding AMEX Card retention• Developed process to evaluate agent usage of approved objections verbiage on AMEX Retention campaign• Helped develop staffing models, training curriculum and quality adherence guidelines for AMEX Pay By Phone

Provided service and support to customers of Sears Financial Services, as well as evaluated accounts using prescribed methods and matrixes to determine feasibility of lines of credit increases

In this role, I was tasked to account for, track, and interface movement data with load-planning programs and perform multiple logistics administrative duties. I was also trained to prepare aircraft and shipload plans that meet organizational requirements. As well as assist with the preparation, planning, and execution of strategic mobility plans in accordance with the Time-Phased Force Deployment Data or TPFDD that's used to deploy and sustain forward deployed forces.