Dynamic and results-oriented Chief of Staff with 17 years of experience supporting executive leadership and driving strategic initiatives. Adept at managing high-priority projects, fostering cross-functional collaboration, and optimizing operational efficiency. Proven track record of streamlining processes, improving organizational performance, and ensuring alignment between leadership and departments. Strong background in strategic planning, problem-solving, and project management, with a deep commitment to advancing organizational goals. Excellent communicator and trusted advisor with experience in decision-making, stakeholder management, and maintaining confidentiality.

Senior Customer care manager/ Assistant Operations manager.-Managed, recruited, trained, and supervised 175+ employees/ Supervisors and managers. Fostered an environment in which customers enjoyed high levels of responsible service, and employees were motivated to deliver top performance. Managed front and back-end operations to ensure accurate and efficient toll transactions.-Spearheaded an employee engagement program, resulting in a 30% decrease in annual employee turnover at TransCore.-Identify areas for operational improvements and work with the team to implement changes that enhance efficiency and customer satisfaction.-Customer Relationship Management.-Help monitor daily toll collection activities, ensuring all systems are functioning properly and that revenue is accurately recorded.-Analyze operational data, generating reports on toll collection performance and customer behavior to inform decision-making.-Address and resolve customer inquiries and complaints related to toll operations, ensuring a positive experience-Support the Operations Manager in budget planning and monitoring expenditures related to toll operations.-Collaborate with other departments, such as IT, finance, and maintenance, to coordinate efforts and resolve operational issues.-Ensure all operations comply with relevant regulations, policies, and procedures, and assist in audits as needed.-Negotiated contracts resulting in 20% cost.-Handled call center violations disputes and technical issues and managed customer service departments.-Developed and implemented comprehensive HR strategies, resulting 25%increase in employee engagement.-Ran team that exceeded corporate target for customer satisfaction resulting in winning best government’s awards.

- Manage, train, and supervise 150+ staff within the process center, fostering a positive work environment.- Oversee the processing of toll violations, ensuring accuracy and compliance with government's rules and regulations.-Address customer inquiries and complaints related to toll violations, implementing solutions to improve satisfaction-Monitor and analyze performance metrics, preparing reports to identify trends and areas for improvement.-Develop and implement strategies to enhance efficiency and accuracy in the toll violations proces-Work with other departments, such as Software/ IT/ finance and legal, to resolve issues and streamline processes .-Ensure adherence to policies and procedures, recommending updates as necessary.-Assist in the preparation and management of the budget for the process center.