*Managed recruitment and retention of top talent, including training, supervising, delegating and mentoring for 13 direct reports performing 15-plus unique daily operations*Led and facilitated operational growth of high demand operations departments*Shaped and implemented strategic accounts distribution plan across individual representatives*Increased productivity by 14% month-over-month, empowering teams' success of individual productivity objectives*Won 2019 and 2021’s Customer Experience Award*Improved departmental compliance efforts with new documentation procedures to strengthen regulatory data quality

*Managed productivity of revenue generating department in a call center environment, exceeding goals consistently with monitoring daily progress of staff and utilizing coaching skills*Habitually monitored and analyzed reporting results to ensure department is on track to meet productivity expectations and revenue goals by being organized and motivated to succeed*Maintained key internal and external client relationships and influential in recommending improvements and strategies across departments, peers and levels by providing validation to support my case *Anticipated future business trends and developed strategies to address those needs through analyzation and clear directions to implement *Handle escalations to resolve issues in a timely and creative manner by remaining calm and listening to the key factors that caused the issue*Participated in annual budget development, contributing details to form a larger multi-unit budget for approval

*Built strong relationships across different functions, departments, and work sites to drive efficiency and ensure business needs are met *Set high expectations for call quality; achieved excellent customer service and quality ratings through coaching and explanation of the importance of being in compliance*Led projects with tight deadlines, working with participants to identify and overcome obstacles, meeting project deadlines, and achieving expected project outcomes*Managed team to thoroughly protect the confidentiality of personal identification information by explaining the importance of guarding this and what potential consequences could be if not protected *Coordinated across various to effectively participate in government audits to ensure company is within regulations

*Responsible for procuring desired, mid to high-end trading cards across the 4 major sports leagues*Analyze, monitor and manage current inventory and track profit and loss continuously *Strategic planning and prospecting of players and clients to purchase the collectibles*Negotiate throughout the entire sales process to secure the desired market price*Attend and setup at various trade shows/conventions across the country*Securely package and ship to ensure safe and efficient delivery of customer's purchased items

• Responsible for efficiently managing the inventory of a vault that holds over 4.5 million collateral files• Analyze employees production and quality control numbers to ensure that the operation is running efficiently • Manage team of 12 direct reports and their career development• Coordinate and direct staff meetings