- Analyzed current month over month metrics of employees in the OLH. Determined future target metrics for each month based on past data. - Assessed need to integrate CST into the OLH. Refined and determined onboarding process for new hire classes. Determined goals for CST onboarding.- Reconstructed SharePoint site for OLH. Created site as a central hub for all OLH content.- Created, prioritized, managed, and documented assigned tasks in MS Planner to standardize project tracking and documentation

- Assisted managers in coaching CSRs on KPI’s: quality assurance, AHT levels, VOC- Conducted interviews for OLDP interns, Direct Bill CSRs, and Interaction Center CSRs- Initiated and pursued a change in a current call process to accomplish an enterprise approach as well as meet the changing customer’s needs- Led a team of CSRs through a revenue generation pilot by scheduling meetings, leading the conversations, meeting with senior managers, creating a status tracker, reporting on the status tracker to senior management-Performed bi-weekly coaching sessions for 6 new hire ASR’s to improve key performance metrics with a focus on net rep satisfaction. Refined existing strategies using KPI’s, best practices, and increased communication-Initiated and developed plan to minimize attrition with recent new hires. Collected feedback from recent new hires regarding pre-onboarding process: Background checks, interviews, equipment ordering, communication, etc. to gain broader insight into areas of improvement. Identified areas of opportunity to create a manager playbook

• Trained new student workers on office protocol, systems and customerservice• Key point of communication with customers• Utilize MS Office for daily tasks, projects, and communication• Reviewed student file for verification leveraging critical and analyticalthinking• Oversight of confidential/sensitive information

• Took initiative to understand complex organizational structure whilebuilding meaningful relationships• Created status report and executive leadership readout to support acomplex multi layer project including several overlapping workstreams• Produced executive summary of the impact to Covid-19 on the workforcethrough attending a 4 day virtual conference and synthesizing 100+ hoursof content which will be leveraged for ongoing strategic initiatives• Strategic analysis of customer landscape as it relates to various BIproducts including industry, demographic and buying behaviors resultingin summarized content to be utilized with BI Product leadership and helpinfluence strategic customer centric approach• Led team for Enterprise Innovation Jam planning and managing a team of5 to execute a solution on existing inefficient process• Proactively sought networking opportunities with business leaders as wellas peers