Promoted to oversee agent support nationwide serving in a high-visibility role with Ford Motor company and TeleTech leadership. Areas of accountability encompass service support, quality initiatives, performance management, productivity, benchmarking against objectives, strategic planning, call management, performance improvement, and escalations. Provide leadership for a staff of XX-XX receiving X,XXX+ calls per month. Complete annual performance evaluations, as well as monthly scorecards.✔Responsible for the operational success of the team and for driving a culture of exceptional Ford Customer Care.✔Provide coaching for professional development to drive performance and customer satisfaction.✔Serve as a role model and lead staff by example to create a positive work environment that drives team performance and ensures strict adherence to the Ford Concern Resolution process.✔Build partnerships and collaborate with Work Force Management, Operations, Training, QA, and Ford to ensure standards are met.✔Promote agent development through delivery of frequent and timely coaching sessions to support process adherence and a quality driven-customer interaction. Foster a continuous improvement culture within the organization.✔Effectively lead teams through business processes and practices to support employee retention, productivity, profitability, and customer satisfaction.✔Built morale within the team to support agent retention.✔Raised Quality Assurance scores across team of 15 from XX% to XX%, 10/2021.✔Championed a key project management engagement for ~600 customers on multi-team update tracking. ✔Consistently meet and/or exceed quality and service-level objectives.

Initially hired to manage a team of customer service agents supporting 100 dealers and their customers in the Midwest and Northeast regions. Areas of accountability encompassed service, quality, performance management, productivity, benchmarking against objectives, strategic planning, call management, performance improvement, and escalations. Recruited, trained, and supervised a staff of 12.✔Fostered an environment in which customers experienced high levels of customer service and employees were motivated to deliver top performance. Emphasis on continual process improvement and ensuring a customer-focused organization. ✔Set and defined staff expectations and conducted accountability sessions to ensure performance and efficiency goals were met.✔Drove improved center performance by benchmarking and prioritizing action plans to effect short- and long-term results.✔Served as the Regional SME providing team support in problem solving by referencing resources to find creative solutions.

Responsible for onboarding of all new employees of this staffing firm servicing the tech industry.✔Conducted the successful onboarding of 100+ new employees across 48 states.✔Explained company policies, provided job duties and requirements for roles, scheduled start dates for new hires, and ensured all required paperwork was completed properly.✔Created policies and handbooks that detailed company operations.✔Increased Glassdoor rating from 4.0 to 4.6 in 6 months through engagement activities including monthly themed gatherings, "bring your child to work day" and volunteering initiatives across 12 offices nationwide with Habitat for Humanity.

Provided operational leadership for a hotel with 180 rooms and 40 staff with emphasis on ensuring the property adhered to brand standards and ensure the delivery of stellar customer service. Accountable for client relations; front desk operations; building maintenance; expense control; facility management; vendor management; forecasting/budgets; emergency preparedness; conducting property inspections; compliance; and revenue generation. Recruited, hired, trained, and mentored staff.✔Oversaw the property’s Financial Control Audit to ensure hotel operations met or exceeded standards for annual review. ✔Reviewed P&L statements to identify year-over-year trends.✔Engaged in SMART goal setting and executed continuous process improvement initiatives.✔Delegated workflow of supervisor tasks to enhance front desk and restaurant staff efficiencies. ✔Motivated team to meet goals by creating an incentive program based on performance and providing positive feedback.✔Served as a Regional SME and assisted managers within the region on best practices for managing with a new forecasting tool.✔Part of the team to successfully open the Bistro 2.0 restaurant. ✔Selected by management to assist with a hotel with distressed operations for two weeks in South Florida. ✔Attained an increase in overall financial audit scores from 85% to 89% following daily, weekly group discussions on best practices and introducing new processes to ensure accountability and accuracy. ✔Increased participation of the company’s new online forecast model from 30% to 100% in one month among all regional hotels.✔Attained an average employee engagement survey score of 93.1%.✔Conducted a revamping of the Market snack bar for guests providing a wider range of choices which resulted in decreased costs and an increase in overall profitability.