Led monitoring and analysis of new hire workforce development program to improve associate performance, program outcomes, and associate retentionDeveloped and maintained footprint strategy for a global network of contact center agents to ensure capacity and redundancy for customersAnalyzed servicing strategy options and operating expenses for potential new private label and cobranded partners to inform contract negotiationsRedesigned and implemented new segmentation strategy to effectively route calls for 50M+ consumer accountsRecommended and executed on servicing strategy and product recommendations to support broad organizational goalsLed regular metric and stakeholder reviews, created monitoring dashboards, and derived insights to inform leadership decisionsInfluenced organizational principles and decisioning frameworks through creation and presentation of executive-level materialsManaged and mentored interns and new hires, leading to reduced onboarding time and contributing to intern success

-Identified major factors influencing customer experience and Net Promoter Score-Recommended program changes to improve customer experience-Analyzed data and presented recommendations to stakeholders

-Worked with team members, shop floor advisors, and shop personnel to identify customer needs and correct design problems.-Developed change orders to update and make changes to engineering drawings.-Worked with a cross-functional team to prototype, test, and finalize parts.-Updated locomotive cab design specifications and electrical point to point diagrams.-Practiced plant safety techniques in a manufacturing environment.