• Lead and manage global service partners across offshore and nearshore locations, ensuring alignment with company objectives and service standards• Monitor and analyze key performance indicators including customer satisfaction, advocate satisfaction, and first call resolution to identify trends and implement strategies for exceptional customer service• Spearhead continuous improvement initiatives to enhance service delivery for healthcare customers, resulting in increased efficiency and customer satisfaction• Review and analyze daily reports to address operational barriers, implement improvements, and provide targeted coaching and training to team members• Conduct regular call audits to identify trends, outliers, and quality issues, using insights to refine processes and improve overall service delivery• Collaborate with cross-functional teams to develop and implement strategies that optimize transfer rates and improve first-call resolution

• Championed the successful initiation and execution of PNC's digital mortgage customer experience, resulting in an incremental boost of $3.9M in sales• Formulated innovative concepts contributing to the enhancement of PNC's web presence and digital content, leading to a 0.5% improvement in the close rate• Monitored competitor activities diligently to discern market trends and uncover growth opportunities. • Orchestrated cross-functional teams assigned to formulate and implement business strategies• Coordinated and oversaw planning, development, and execution of sales operations initiatives • Provided expert insights as a subject matter authority in the realms of product and business development

• Led sales support teams to ensure a seamless experience during explosive growth.• Liaised with cross-functional partners to create a service culture and increase customer satisfaction survey scores by 30%.• Restructured sales support processes to increase efficiency and provide a better customer experience; resulting in 60% efficiency increase.• Developed, implemented, and monitored a performance scorecard to enhance the customer experience.• Coached and developed sales support teams to ensure a consistently remarkable customer experience. • Led team communications and meetings, performed workflow coordination, and supported special projects and initiatives.

• Developed and implemented strategies to deliver on key initiatives supporting and strengthening business performance. • Led the development of new processes to increase efficiency and lower cost. • Simplified complex processes and leveraged technology to improve business outcomes. • Maximized lean principles to reduce cycle times, reduce cost, and remove non-value steps.

• Organized and facilitated a project to outsource department operations offshore.• Acted as team leader in managing day-to-day offshore operations in India.• Accountable for quality assurance in the direct channels.• Successfully deployed Quality Assurance and training programs. • Reinvented job descriptions, creating capacity for additional phone coverage to maintain volume while eliminating the need for temporary help.