Prism Launch (CRM): - Provided recommendations for workflow layouts- Published training workbook and handouts- Conducted training sessions - Presented New Hire Orientation training sessionsBranch move and new build:- Served as the site lead- Scheduled core team meetings- Worked with Contractors and Vendors- Tracked Task, Assignment and Budget dataBranch Suite (Operating System)- Presented New Hire Orientation training sessions- User Administrator responsible for Adds, Deletes and Changes- Assisted users with lockout situations- Conducted Annual Audit- Reviewed Daily and Weekly Share, Loan and Member data reports- Produced user activity reports requested by Auditors.Online Help (Document Library)- Conducted annual review of department procedures-  Edited procedures- Served as back up admin for library postings- Presented New Hire Orientation training sessionsSchedule of Fees Review - Created a Competitive Fee Comparison chart- Hosted Subject Matter Expert decision sessions. Created procedures, process workflows and forms:- Standardized checklist to manage major projects. `- Branch Key Log and Audit Worksheet- Corporate Key Log and Inventory sheets- Desktop Calculator on Excel created to eliminate calculators at workstations and support cash count documentationSupported other global projects:- Provided Website Update requirements, editing and testing- Coordinated Zelle Launch meetings and timeline- Coordinated Coinstar Coin2Deposit implementation

- Leaned existing and establish new operation workflow processes and designed intake forms.- Analyzed data to compile Billing, User, Client activity reports and Regional Centre contract renewals- Invoiced, tracked and collected copayment billing and Reported merchant card and PayPal activity- Coordinated the Registered Behavior Technician Training and Credentialing program

- Produced monthly Distribution Sales Reports - Salesforce.com (SFDC) user admin activity: -- Loaded lead generation data  -- Created Reports and Dashboards  -- Managed Content library  -- Maintained Chatter groups  -- Repaired SFDC/Oracle discrepancies  -- Updated Price Lists and Promotion Playbooks - Collaborated with Marketing, MarCom and Regulatory to update literature- Published monthly Newsletter for US and Canada - Analyzed pricing for third party partner contracts- Participated in Sales Quoting Tool Kaizen- Managed online Libraries in Lotus Notes, SharePoint, SFDC and Box - Prospected leads for sales campaigns - Conducted Lead Generation training

- Maintained rosters and email groups - Managed inventory and fulfillment of Sample tip Program- Provided marketing collateral to new Direct and Distribution reps - Streamlined Lotus Notes databases - Onboarded New Hires with tools and processes - Conducted Effectiveness Check process to survey, monitor and improve training sessions - Streamlined three stock areas into one and Leaned the Life Sciences Lab

- Coordinated Local, Regional / National Sales Meetings, including but not limited to: Agendas, Rooming, Transportation, Sales Tools, Graphics, Menus, Planning, Name Badges, Pre-Work, Presentations, Certificates, Quizzes and Evaluations.- Provided Administrative Support to six Life Sciences Marketing Directors and Managers - Produced Call Handling Reports by for Pre-Sales team - Coordinated and ran personalized flyer processes for Direct and Distribution sales teams - Monitored and tracked Skill Standards and training quiz results - Coordinated Marketing product launch collateral distributions - Streamlined marketing activities and processes to improve inefficiencies and reduce costs - SHARPened up (streamlined and formatted) marketing presentations and collateral

- Coached 15-20 direct reports including Senior Level Reps which handled escalated calls - Exceeded goals and supported career development and recognition practices - Created weighted employee scorecards- Published monthly Sales, Service and Operations newsletter - Designed reports, forms and processes to enhance customer service and workflows - Determined staffing requirements and scheduled teams - Monitored quality and efficiency levels of Service Team Employees - Recorded greetings on companywide phone system

- Monitored quality and efficiency levels of the Customer Service Team to ensure and improve service levels- Coached employees on improving service standards, and encouraged career development- Published weekly communications to support 400 employees in 2 call centers- Designed and revised forms to streamline and enhance customer service and operational workflows- Designed campaigns and scorecards to measure, motivate, recognize, and reward achievements

- Implemented the Gatekeeper Communications Program to ensure that only critical reports and communications were distributed to Retail Branches, Regional offices, and Support Departments- Produced productivity reports to retail branches and support personnel for weekly sales calls.- Created Campaign Scorecard booklets to support quarterly campaigns

- Created job aids for handling objections, telemarketing scripts, competitive matrix, best practices, and fact sheets- Facilitated Fee Income workshops at National Sales Rallies- Maintained and distributed branch Rosters and Distribution Lists- Coordinated and designed campaign rollout guides and internal brochures

- Designed a call center scorecard used to measure. recognize and develop representatives- Coached 12-15 employees on improving sales and service standards- Launched the Telephone Banking Mystery Shop program and Online Banking- Developed Fulfillment Policy and Procedures and operational workflow to support 2 call centers- Designed forms and streamlined processes to enhance service, and reduce back-office workload- Published communications and training to support national advertising, sales, and marketing campaigns