Oversees daily operations, program management, and career development of staff in quality assurance and corporate training development departments and the workforce management team. Manages second-level support team that handles internal and external escalations for project implementation. 16 direct reports | $1.7 Million Annual Budget• Improved customer service quality by creating multiple quality and assurance positions to study, evaluate, and redesign processes and establish… Show more Oversees daily operations, program management, and career development of staff in quality assurance and corporate training development departments and the workforce management team. Manages second-level support team that handles internal and external escalations for project implementation. 16 direct reports | $1.7 Million Annual Budget• Improved customer service quality by creating multiple quality and assurance positions to study, evaluate, and redesign processes and establish communication metrics.• Led project team in the development, testing validation, and risk assessment, and optimizing the efficiency of a new Learning Management System that increased employee retention and productivity.• Launched Member Resource Center’s Electronic Visit Verification (EVV) mobile conversion and enrolled all 45,000 caregivers within four months.• Oversaw creation and facilitation of training to create procedures, training materials, and customer communications that ensured achieved desired interactions. Show less

Managed daily operations, staffing, management, coaching, quality assurance, escalations, and contact center workforce. 22 direct reports | $2.10 Million Annual Budget• Increased revenue by 35% within six months with a new business marketing strategy and social media rollout plan. • Redesigned and implemented a new contact center training program to increase new employee retention.• Coordinated phone system upgrade with ShoreTel Communications.

Oversaw daily operations, hiring, department budget, performance goals, training, process improvements, and defining all work standards for contact center and call center sales team.27 direct reports | $2.3 Million Annual Budget• Collaborated cross-functionally with product manager, IT, and training department to improve staff service delivery.• Implemented KPI metrics for inbound calls, chat, and email teams, as well as new incentive program.• Created call flows… Show more Oversaw daily operations, hiring, department budget, performance goals, training, process improvements, and defining all work standards for contact center and call center sales team.27 direct reports | $2.3 Million Annual Budget• Collaborated cross-functionally with product manager, IT, and training department to improve staff service delivery.• Implemented KPI metrics for inbound calls, chat, and email teams, as well as new incentive program.• Created call flows for inbound calls and chats to increase service standards and first call resolution.• Created staff onboarding and mentorship program increasing customer satisfaction ratings from 8.2 to 9.0 in three months.• Created Quality and Assurance team to evaluate calls, emails, and chats to increase overall customer satisfaction.• Analyzed reports, trends, employee statistics, budgets, and satisfaction ratings and presented them to executive team.• Led Customer Relationship Management (CRM) implementation to improve first-call resolution.Career highlights include:● I managed the contact center implementation of Customer Relationship Management (CRM) at the Verity Credit Union. I worked with the Product Manager and IT to create use cases and scenarios. Proactively identified system issues and limitations to ensure solutions were favorable to frontline staff and customers. Partnered with training to develop participants guide and procedures. Setup posts launch technical team to fix immediately and document system issues. The usability rate within the first three months of the launch was 90% and 78% after six months. ● I researched advanced interaction analytics and compiled speech, survey, and social media interactions to offer 360 insight on How to Engage Online Customers. Partnered with Product Development and Marketing resulting in a 17% customer satisfaction increase for online account origination. Show less

Oversaw planning, organizing, staffing, management, and workforce optimization of 47 Customer Service Agents, five Team Specialists, two Supervisors, and two Technical Support Agents.Nine direct reports | $3 Million Annual Budget• Managed relocation and operations of Virtual Banking Department from Seattle, WA, to Brooklyn, OH.• Monitored service levels, call volumes, and schedules to ensure customer satisfaction, cost control, and efficiency.• Developed daily… Show more Oversaw planning, organizing, staffing, management, and workforce optimization of 47 Customer Service Agents, five Team Specialists, two Supervisors, and two Technical Support Agents.Nine direct reports | $3 Million Annual Budget• Managed relocation and operations of Virtual Banking Department from Seattle, WA, to Brooklyn, OH.• Monitored service levels, call volumes, and schedules to ensure customer satisfaction, cost control, and efficiency.• Developed daily call center team plans with strategic personnel.• Managed social media marketing campaigns to optimize and fuel revenue growth for deposit and credit products.• Advised project manager as subject matter expert on development and implementation of third-party vendor sites.• Managed supervisory staff of technical writers to ensure accuracy of internal procedure database.Career Highlights:● I managed the Virtual Banking conversion of the deposit account merger with HSBC. I Identified product gaps, security risk, system limitations and potential customer pain points specifically to Virtual Banking. I created and implemented staff training, customer and executive communication, staffing plans for workforce management, and post-project follow up documentation.● Managed the product launch of mobile application redesign for frontline operations. I partnered with IT and Product Development as a consultant to ensure customer and frontline issues were identified and solutions aligned with our experience standards. Served as subject matter expert to training and marketing in the creation of procedures, training materials, and communication to ensure desired interactions were met.● At KeyBank, I managed the project scope, goals, and implementation of the work-from-home program. I vetted voice & technology vendors, determined risk, and cost-effectiveness. Developed the policies, procedures and work standards employees would be held accountable. Show less