I oversaw the business operations of a large remote team of 36 individuals within 12 different nationwide Service Centers located within multiple F-500 companies, including Boston Scientific, Takeda Pharmaceuticals, Becton Dickinson, Hill-Rom/Baxter Healthcare, and Simtra BioPharma Solutions. I utilized my extensive knowledge of business operations to ensure efficiency, operational excellence, financial responsibility, strategic business growth and development, customer excellence, and an inclusive and cohesive team environment. I ensured that all operational policies and procedures were followed as well as understood, and all compliance requirements were adhered to. My team also remaining focused on driving new membership acquisition coupled with a service excellence mindset. As a leader for my teams, I developed and implemented strategic business growth plans and initiatives using Salesforce to increase Credit Union usage across all Company Partners. I also established and maintained strong relationships with key stakeholders, including members of the Executive Leadership Team of these F-500 companies, to ensure their ongoing endorsement of BCU as a critically important business partner.

I oversaw the business operations of a profitable and growing Operations Center where I achieved profitability and operational excellence through consistency, accountability, and process optimization coupled with an award-winning customer-first environment leading to a 98% customer retention rate. My focus on continuous improvement led to a 10% reduction in operational costs through process enhancements and technology integration. By meticulously analyzing financial reports, I ensured profitability while managing through structural changes with strategic communication and training initiatives. Additionally, I fostered strategic business growth and development, contributing to a 15% increase in business account openings.

I managed a team of 10 professionals, driving a 25% increase in profitability through strategic planning and efficient operations. My commitment to operational excellence was recognized through multiple top performance awards and audit ratings. By fostering a collaborative and customer-focused environment, I ensured the team consistently met or exceeded sales and customer experience KPIs. I also led staff training and development, enhanced companywide procedures as part of the Process Improvement Committee, and contributed to operational success as an evening Supervisor of a large inhouse Call Center.