In my role as Principal at West Monroe, I support the Customer Solutions practice's Service Strategy team, concentrating on transformative projects across contact center operations, customer support, and customer experience enhancements. As the team’s sole Principal, my expertise in contact center optimization positions me as the go-to expert, leading me to be actively involved in a variety of projects and pivotal business development proposals. My responsibilities extend beyond strategic oversight; I actively manage projects, ensuring their successful execution and delivery. This role necessitates a hands-on approach in project management and client relations, making me the primary point of contact for my supported clients. My comprehensive approach to customer service excellence and my commitment to driving innovative solutions underscore my contributions to enhancing client satisfaction and operational efficiency within the practice.

During my time as a Senior Consultant, I supported the following client initiatives which helped these clients to improve their operations and enhance the quality of their services, leading to increased customer satisfaction and business growth:- The implementation of a Center of Excellence team within the support team of a network cybersecurity company. This implementation required the creation of new roles & responsibilities, specialized training paths, performance KPIs, and improved escalation processes. The purpose of this Center of Excellence implementation was to use a centralized group of dedicated employees with the mission of streamlining access to highly skilled Engineers with the capabilities for faster case resolution across the business. The group hones expertise in specific subject areas, standardizes best practices for global adoption, and provides thought leadership in areas of expertise.- Support the standardization of employee processes, training of said processes, and quality and compliance program to ensure processes are being followed. With a people-first approach, I have demonstrated my leadership skills even in situations where I wasn't directly managing others. By leading with empathy and a focus on people, I have created positive and supportive work environments, encouraging personal and professional growth for all those I work with. My efforts have included:- Personally welcoming every new member to the Customer Solutions practice- Offering support and guidance to peers on a lower career path, demonstrating my commitment to their growth and success.Through my extensive industry and career experience, I have been able to effectively support and drive business development initiatives, including:- Providing support in the development of client proposal decks- Assisting in the drafting of high-quality and effective statements of work (SOWs)- Enhancing the chances of securing new business and strengthening client relationships.

The Nurturing Tomorrow Foundation, spearheaded by Shaun Poland, is a burgeoning non-profit organization that seeks to transform the landscape of mental health support for children and their families. Drawing from Shaun's personal experiences and a strong foundation of familial support, the initiative aims to leverage technology as a potent tool in addressing mental health challenges. In its infancy, the foundation is laser-focused on delivering succinct yet impactful educational content through written articles and YouTube videos, aiming to facilitate a deeper understanding and management of mental health issues. With an eye towards the future, there is an avid pursuit to develop a comprehensive web and mobile application to further foster knowledge dissemination and track progressive improvements in individual lifestyles and behaviors. The foundation embodies a beacon of hope and a promise of a nurtured and brighter tomorrow.

Optimism Threads stands as a vibrant and uplifting online destination where humor meets fashion to foster positivity and laughter. Offering a line of apparel that sports witty and lighthearted designs, it aims to sprinkle a dash of joy in everyday life, encouraging wearers and onlookers alike to share a smile or a chuckle. Besides bringing joy through its fun designs, Optimism Threads actively seeks to contribute to the community, channeling a portion of its sales to support charitable endeavors, including the Nurturing Tomorrow Foundation. Visit our website and become a beacon of optimism and joy in a world that truly needs it!

Our mission is to provide outsourcing solutions to US-based companies from countries close to home. We have built our business around the core principles of providing quality contact center services, close to the shores of the United States. As a growing enterprise, we strive to bring professionalism and performance to every client we serve.Key Responsibilities• Primary ownership of the client relationship and overall client satisfaction & performance• Partner with client leaders to ensure our organization is assisting with growth where neededAccomplishments• Successfully launched a COBRA Continuation Benefits campaign with planned growth on the horizon.• Successfully launched a Prior Authorization and Inbound Customer Service campaign for an infusion provider.

I am the Project Manager for the Service Partner Experience Value Chain Interlock (VCI) at Arise Virtual Solutions. My job is to manage projects that help improve the experience of the Service Partners utilizing the Arise platform. As with all Project Managers, my job is to help deliver flawless execution on my projects while also meeting (or exceeding) timelines and budgets. I have a passion in using my Six Sigma Black Belt experience to deliver process outcomes that are lean, while also being as efficient as possible.

About AriseArise Virtual Solutions is raising the bar for customer care. The Arise™ Platform connects independent call center businesses to Fortune 500 and other large companies to provide on-demand customer service and superior business process outsourcing results for other back office processes through innovative cloud technology and crowdsourcing, delivering exceptional operational and cost efficiencies.The Arise™ Platform has disrupted the traditional business functions of customer service, sales, operations, supply chain, and finance and has redefined work to enable extremely flexible customer management business process outsourcing (CM BPO) and consulting solutions for large, innovative companies. Our platform's technology, processes, and networks were specifically engineered to simplify business functions and be your all-in-one solution for superior performance. Learn how the Arise platform enables superior quality customer interactions, true flexibility, and a lower total cost all while increasing security.Key Responsibilities• Successfully manage profit and loss on a client portfolio with yearly revenue of over $3 million. • Review financials daily to ensure my team exceeds revenue and contribution margin goals for our client portfolio. • Partner with internal departments to ensure all areas of the business are functioning as expected. • Support 150-750 Arise platform users concurrently to confirm that monthly and annual financial and performance targets are continuously being met. • Key contact for internal and external customers including a Fortune 500 company. Accomplishments• Successfully launched three client programs in a 5 month period (with another launching in January 2018).

Key Responsibilities• Partner with external customers on a daily basis to ensure key metrics (KPIs) were consistently being exceeded. • Create reports as needed to help analyze current performance and recent trends. • Assist micro call centers to ensure proper utilization of the Arise platform while also ensuring compliance to their platform contract. • Development and implementation of action plans to improve overall performance while also exceeding financials goals. Accomplishments • Consistently exceeded revenue and margin plans on a seasonal client during peak months. • Successfully launched two clients programs in a 12 month period.

Key Responsibilities• Partner with external customers on a daily basis to ensure key metrics (KPIs) were consistently being exceeded. • Create reports as needed to help analyze current performance and recent trends. • Assist micro call centers to ensure proper utilization of the Arise platform while also ensuring compliance to their platform contract. • Development and implementation of action plans to improve overall performance while also exceeding financials goals. Accomplishments • Consistently exceeded revenue and margin plans on a seasonal client during peak months. • Successfully launched two clients programs in a 12 month period.

One branch of our company provides answering services for various small companies and groups in the United States. We use 100% US-Based at-home representatives who all have excellent customer service experience.Another branch of our company provides customer service to various Fortune 500 companies while utilizing work at home customer service representatives.