• Transformed Plano ASSET leadership and culture resulting in award-winning operation and pace-setting environment• Designed Objectives for all levels, created calibration tools and iterated cyclically perfecting calibration and rating process• Operationalized expansion of eSales queue to Plano campus and year-over-year growth plans 2 consecutive years• Passionately advocated for Diversity and Inclusion through Employee Resource Groups; Ally Engagement Chair for LEADA • Cultivated business relationships with partners throughout LSO, DRC, Product, HR, Recruiting, and support resources

• Drove operational health of FNOL Center exceeding customer expectations & business needs• Created leadership culture and mindset in the hiring, selection, onboarding, coaching, and development of 22+ supervisors • Collaborated with site leaders nationally to problem-solve and design initiatives aligned with our common purpose and quality standards including goal-setting and supervisor calibration tool creation and implementation• Facilitated several customer-facing enhancements including Spanish language services in CSC and employee-facing improvements including nesting program and system integration, as well as national and cross-department collaboration initiatives

• Coached team of 15 CSRs to promote industry leading customer service and personal development aligned with business needs• Identified, facilitated, explored, developed, and implemented ideas to improve execution of common purpose and quality standards• Collaborated with business partners in workforce management, claims, training, and quality departments to ensure seamless delivery of best practices and appropriate initiatives regarding customer satisfaction, employee development, and business results culminating in many effective improvements for internal and external customers; including achieving Supervisor of the Year designation in 2014 and 2015 as well as Circle of Excellence Finalist 2015

• Managed desk of injury claim files using critical thinking and negotiation skills to determine coverage, liability and injury evaluation• Orchestrated defense of policyholders and company through collaboration with defense counsel on litigated files• Demonstrated multiple computer systems proficiency through training of co-workers and new hires• Co-chair of Safeco Cares and Give with Liberty for Golden, CO site beginning in 2009 through January 2016

Handled Business to Business interactions for Dish Network's VIP and large, commerical accounts.