Supporting American Automobile Association – 10/2021 – PresentManage a 40-member 24/7/365 remote team; 20 on-shore and 20 off-shore; review and implement changes to procedures as needed to increase efficiency of a high-performance team. Developed and implemented a Quality Assurance program resulting in a 00:45 second decrease in team AHT and an increase in customer satisfaction. Review monthly financial Revenue, Cost and Budget forecast. Schedule staff and leaders to provide full coverage to meet SLAs; review and implement adjustments to Procedures to increase efficiency. Utilize Lean Six Sigma methodologies to create streamlined processes and set standardization. Set objectives, analyze call center metrics, and ensure the staff meet goals. Unified the Leadership team to create efficient process which helped better support the staff. Perform duties as a Hiring Manager coordinating budget and cost analysis for each FTE.

Supporting Everest Funeral Concierge – 04/2020 – 10/2021 Manage a 20-member 24/7/365 remote team; schedule staff to provide full coverage and meet SLAs; review and implement adjustments to the Call Center queue to increase efficiency and decrease Average Speed of Answer (ASA) and Abandon Rate; and take disciplinary action in accordance with Human Resource (HR) policies. Developed and implemented Process & Procedures to meet Standard Operating Procedure. Create and implement KPIs for Quality Assurance (QA) standards and tracking metrics; implement new processes to increase efficiency to meet KPIs, including quality implementation. Conduct 1:1 session to review scorecards, performance metrics, process improvements, and proficiency meeting KPIs. Implement process improvement plans for staff and projects to guarantee SLA and KPIs are met. Interview and on-board new employees, including programming laptops and providing system access; ensure employees meet all metrics, including accurate time reporting for client billability; set employee goals and conduct performance evaluations; and attend all meetings with Clients and account Stakeholders.

Coordinated the Lexus Roadside Dealer and Reimbursement Programs for Toyota Motor Company as a business partner with AAA; managed 200+ Lexus dealerships and ensured quality standards met AAA and Lexus standards. Reviewed, approved, and processed reimbursement roadside claims in North America with discretion and efficiency. Performed QA to ensure dealerships met all program metrics; analyzed calls and attended monthly client calls. Prepared and reported Call Center, dealer, and QA metrics each month.Conducted 1:1 coaching and training with Call Center Agents to improve quality and performance.Liaised with Toyota Motor Company and AAA stakeholders to ensure client expectations were met and KPIs achieved. Managed, implemented, and configured 180 laptops and trained staff to work from home during the Covid pandemic within a 14-day time frame.

Call Center Team Lead on a web-based Health Care Project for a Global IT Service Delivery Corporation; provided evening management for a Call Center that employed 90+ agents. Provided training, development, and on-boarding for new employees. Analyzed team and individual statistics, prepared reports, and devised and implemented team-building and incentive programs to improve metrics and maintain quality. Provided performance counseling and coaching and implemented strategies for training and development.Maintained QA standards for staff, ensured calls complied with HIPAA, escalated issues, and maintained communication with customers, leadership, and stakeholders. Created reports for the TL Team for metric reporting for each Agent’s call handle time and QA metrics; monitored team results to ensure internal and external SLAs were met. Insured rapid team expansion and provided training and performance evaluations weekly. Met with internal and external customers to consult on technical solutions, project planning and completion, issue resolution, and implementation assessments; monitored calls and provided trending data to upper leadership daily. Handled HR functions for the team, including interviewing, training, development, counseling, and termination.

Monitored recorded calls and case handling to ensure quality metrics were met per SLA and ensured HIPPA rules were firmly followed for a newly implemented Help Desk of 20+ agents; ensured agents followed standard operating procedures (SOPs) and updated the knowledgebase as the process changed to ensure quality standards were met. Analyzed team and individual metrics, prepared, and presented reports on metrics and trending data, and provided feedback and training to the Customer Support Agents.

Lead Analyst tasked with relocating to Dayton, OH to further implement improvement strategies in the home environment and interface with the client in an attempt to further understand project needs for process improvement. Designed Lean processes and training material to prepare for starting a new Service Desk.

Handled first call resolution as a Call Center Agent supporting commercial and military personnel on a Health Care Portal for McKesson; prepared and shared reports with team members to improve metrics and quality scores.

Customer Service Representative on a Help Desk project supporting SAM's Club and Walmart stores computer refresh in North American and Puerto Rico. Responsible for creating a VLAN on Cisco switches and assist on-site technicians with the the ability to join the Security System computers to a secure network.