Oversee and provide guidance to a team of professionals performing project, program, operational, and customer support-related implementation tasks Work directly with Sr. leaders across multiple groups (Sales, Finance, Billing Ops) in support of Aged Revenue reduction and improvement on monthly reserved revenue amounts Serve as escalation tier support for all account executives (50+) for Verification Services products across all sales verticalso Collaborate with leadership of Billing Operations group on daily management of escalated and expeditedaccount correctiono Serve as customer-facing resource for Sales team in escalated customer meetings geared towards long-term billing issue resolution Coordinate with all pre-transaction support teams (including Sales and Contracts) to help ensure efficient and correct process leading to accurate first-bill expectations Act as primary stakeholder in all new Verification product and pricing workstreams, invoice system roll-out and enhancements, and all security-related billing issues

Responsible for leading multiple billing teams that provided first tier support for Verification Services external clients andinternal sales and sales support teams Partnered with sales teams, leadership, and other operational support teams to identify areas to enhance clientexperience and ensure revenue is captured Communicated and coordinated with Sales teams to support Verifier client needs in a timely manner Coordinated with boarding teams to understand surges in workflow and recurring errors that may need to be addressed Collaborated with billing operations and technology teams to identify, escalate, and implement improvements to systemsto maintain and increase accuracy and speed to revenue Analyzed, interpreted and developed action plans on operational metrics, reports, and slide decks of KPI metrics

The Program Manager is responsible for all aspects of strategic programs management and project management activities including program development, launch, execution, measurement, tracking, and reporting• Developed and managed comprehensive program and project management practices that support Workforce Solutions delivery to all sales vertical clients• Secured required resources, use formal processes, tools and methodologies to manage customer and vertical projects, budgets and risks, and changes• Ensured programs met desired objectives according to specifications and cost, as well as identified opportunities to increase productivity and efficiency and enable increased growth• Communicated program measures of success, plans, status, issues and risks to team members, stakeholders, and management• Developed and executed internal rollout plans including internal training and communications planning

Reporting to the Vice President, position owns management responsibility of all department-related support functions for a two-site team approximately 75 operational employees. Developed and responsible for a team consisting of manager and 13 analysts working within four different roles of support• Manages team responsible for internal activities related to Process and Continuous Improvement, Change Management, Root Cause and Interactive Careo Process group conducts all training and feedback sessions while also owning all internal team playbookso Change Management group interact daily with Net Ops and IT Ops change calendars and assist with consistent customer/employee messagingo Root Cause group is responsible for obtaining feedback on events ranging from network-wide to single customero Interactive Care group manages all inbound and outbound customer deflection messaging• Responsible for creation of multiple applications in support of team and Enterprise-level outage and deflection metricso Actively partners with internal IT teams on all elements of development cycle (requirements, development, testing, deployment)• Operationally responsible for all customer call deflection programs (both via inbound and outbound measures)o Works closely with both application (external) and functional (internal) ownership groups on product and application enhancement Enhancements have resulted in double-digit increases in call deflection in consecutive years (2016-17)o Created Sports-related deflection program, responsible for delivering information to customers and enhancing video repair deflection year-round• Develops and functionally manages Enterprise, high-viewership events, including ownership of Pay-Per-View readiness process for Customer Care

Reporting to the Sr. Director, position serves as Project Manager for multiple, concurrent projects which impacted over 15,000 users in billing system via the creation of software and process enhancements resulting in over 80% drop of work order errors• Designs multiple software solutions for both front-end users and back-end automated processes o Works with executive-level business owners to accurately collect and formulate business and functional requirementso Conducts focus groups and collects data from front-line users to be considered and applied to process and software design and functionalityo Constructs and develops process flows to be used by both business owners and software developers, leveraging knowledge of both pieces of the business to serve as effective liaison o Creates testing scripts and completes testing efforts personally where possible • Supervises team of testers who comprise internal testing group, responsible for testing all products and initiatives involving both NICE Software RTPO and all applicable Billing Automation projects• Actively engages and partners with IT for support and program analysis to ensure best practices and efficiencies are achieved• Responsible for working with and managing multiple software and staffing vendors who provide assistance and staffing across all levels of the project life cycle• Hold local SharePoint administrative responsibilities and was responsible for local team site development and creation of project intake request process

Reporting to the Sr. Director, position was tasked with total responsibility of Strategic Project Intake for all organizations within the company• Maintained and developed Project Prioritization Model (PPM), used to stack-rank all Strategic Projects for determining resource allocation. o Conducted assessment interviews with all project owners designed to gauge impact, effort and risko Scored assessments and entered into PPM, requiring specific knowledge of all groups within project lifecycleo Made determinations whether projects would be deemed Strategic or “Business as Usual”o Reviewed all assessment questions and scoring ranges to ensure alignment and proper weighting maintenance • Responsible for project creation within Clarity databaseo Had administrative responsibilities and created templates to assist with project on-boarding and task assignment• Authored Project Charters and acted as Project Manager until permanent resource was allocated for certain projects• Prepared weekly deck and conducted weekly meetings to update Sr. Management on status of PPM rankings and on-boarded projects• Held SharePoint administrative responsibilities and was responsible for project site creation

Reporting to the Quality Assurance Manager, position supervises up to 19 full-time Quality Coordinators and is responsible for enterprise-wide work order accuracy and Price Guarantee (contract) program maintenance and development• Serve as primary contact for all Price Guarantee program questions and requestso Organized reduction of over 250,000 backlogged errors despite program subscribership increase of over 300%o Significant collaboration with multiple departments (marketing, training, process, IT, etc…) to assist in numerous updates and new program initiativeso Creation and distribution of multiple weekly decks to upper level management to track and improve program success rate• Responsible for managing daily completion of multiple work order accuracy/back office reports• Handle all elements of personnel management, including, but not limited to: cross-training, development, conduct, payroll & scheduling o Helped oversee departmental workforce expansion of over 60% since arrival• Other duties as assigned depending on needs of the business and departmento Management and maintenance functions of Coaching and Feedback Toolo Assist with coordination and upkeep of enterprise-wide SAID (employee) databaseo Support and participation in creation of new Corporate Quality efforts across all queues

Served as corporate manager within department, directly responsible for creation and delivery of quality standards for all Charter Customer Service Representatives• Coordinated all aspects of organization’s quality responsibilities and expectations to billing department through various vendor companieso Maintained relationships with high-level contacts at each company to assure good relationship and clear understanding of overall quality and company goals.o Hosted and served as primary contact for all vendor quality calibrations to assure equal and proper application of Charter quality standards and practiceso Created call flows, quality standards and practices for two new call types within billing queue• Participated, led and redesigned materials within departmental Mock Call procedure, which served as final training piece/test before a customer service representative would gain full employment through Charter• Other duties as assigned depending on needs of the business and departmento Handled daily job duties for departmental Marketing Coordinator when neededo Created and documented departmental processes which were adopted company-wide

Managed all operations of an all-male residence hall housing 350 predominately first-year students Selected, trained, developed, supervised and evaluated 10 student-staff Community and Peer Advisors Created building process manual to ensure stability from year-to-year attrition Created and presented training /development sessions for student and professional staff Adjudicated student conduct code violations occurring in the hall Coordinated facility management with facility operations personnel

Opening in 2003, Drake Chiropractic was a two-doctor chiropractic practice specializing in wellness and automobile accidentrecovery. The practice offered a full range of treatment types ranging from traditional to homeopathic to massage therapy, allgeared towards the full recovery and future health of their patients.; Coordinated all aspects of office management for an office of three chiropractors and therapeutic massage company Handled all scheduling and billing responsibilities for office, as well as contact with local law offices for all claims and cases Organized all promotional efforts for office, leading to increase of new patients over span of

One of world's leading publishers of science and health information, Elsevier serves more than 30 million scientists, students,and health and information professionals worldwide. Elsevier plays an essential role in the global science and healthcommunities and contributes to the advancement of these critical fields. Elsevier delivers world-class information andinnovative tools to researchers, students, educators and practitioners worldwide.; Handled out-bound traffic in high-volume call center, while also processing and handling sales and customer service issues Trained new employees on all policies and procedures upon hiring Led employee development on all new products Assisted the Director of the department in all areas of daily operation, including supervision and forward planning

Coordinated all media promotion in Columbia/Jefferson City, Missouri market for organizational programs and events while adhering to American Cancer Society guidelines of not paying for local advertisements• Handled all aspects of media promotion for Relay For Life, largest fundraising event in the U.S., for nine counties and University of Missouri-Columbiao 2002 events averaged a 20% increase in income over 2001 events• Organized television and radio media sponsorships for all fundraising and educational events• Organized and planned all promotional efforts for other American Cancer Society programs, such as; Daffodil Days, Great American Smokeout, Breast and Prostate Cancer Awareness Months, etc…• Responsible for design and authoring of quarterly newsletter distributed to all volunteers in four-state area

Served as on-site manager of Main Cafeteria, responsible for daily management of facility and 20-person staff Handled creation and implementation of employee development program Performed scheduling and payroll procedures while serving as working supervisor ­ performing all tasks assigned to cafeteria staff

Reported to the Assistant Director of Athletics for Student Services; responsible for daily operation of the department Department recognized as winner of CHAMPS award for one of the top four Student Service departments in NCAA in 2001 Staff Liaison to Varsity M Association ­ Performed daily operations while developing programs which resulted in an increase in organization's membership of over 600%