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Oversaw large, complex programs that accelerated improvements in operations, productivity, and customer experience across the organization for this travel nurse-staffing firm. Managed Account Operations, New Business RFP process, Contracts process, and Client Credit Operations for hospital and health system facility Clients.• Acted as the senior escalation point for Client issues: analyzed each unique circumstance, designed win-win strategies to ensure Client satisfaction within corporate guidelines, and appropriately resolved 100+ issues.• Conceptualized and implemented New Business RFP process: hired, trained, and oversaw staff; developed standardized documents and materials; and streamlined internal and external communication. Within 6 months, we were awarded 7 multi-million dollar contracts. • Oversaw end-to-end contract process: managed team of 6; led complex contract negotiations; worked cross-functionally with Client Services, Business Development, Legal & Compliance to execute 500+ documents per year.• Managed Client Credit Operations: worked directly with key stakeholders to develop procedures for evaluating Client credit worthiness and establishing standardized credit limits. • Worked with Business Intelligence to develop several key reports and analyzed results to identify business risks, opportunities, and new initiatives. New visibility to these metrics was quickly adopted by several internal teams.• Built reputation for proactively taking on new projects and shepherding them to success.• Mentored and coached team, acting as go-to re

SettlementOne is a nationally recognized leader in providing credit, data and software solutions to U.S. banks, mortgage lenders, mortgage brokers and credit unions nationwide. SettlementOne provides innovative, fully compliant web-based platforms that help mitigate risk, while improving operational efficiency and streamlining the lending process.

• Led project management of two of the President’s four key initiatives: optimizing student experience and facilitating financial aid processing for Ashford University’s 60,000+ students.• Evaluated the existing overall customer experience and identified areas of opportunity. Developed strategies, created business requirements, and led cross-functional implementation teams to optimize customer satisfaction.• Transformed Call Management business model to a fully integrated Call Center approach, increasing call capacity by 50%, inbound call volume by 23%, customer engagement by 20%, and overall quality scores by 10%.• Developed strategies for two automated dialer Pilot Programs and led cross-functional implementation, resulting in significant gains in cost per customer contact. • Stepped in to drive strategy and led internal/external teams to reduce Cohort Default Rate after senior team leaders resigned. Successfully aligned competing external vendors that resulted in a 10% decrease in overall rate, within the first 45 days.• Developed multi-faceted customer communication plan encompassing web portal alerts, integrated email campaigns, and phone scripts designed to educate students on their loan burden and repayment options. • Created custom reporting to monitor timelines and deliverables to manage stakeholders expectations. Trained and coached Call Center management team on execution and KPIs.

•Developed and implemented strategic plan to bring all outsourced sales and operations in-house within 3 months, including call center activities, warehouse operations, product fulfillment and new systems integration.•Drove 70% decrease in customer complaints. Developed procedures and best practices for both customer service and warehouse to optimize customer experience. •Launched Corporate Purchase Program•Managed all business relationships, including our over-flow call center, shipping providers, and vendors.•Hired, trained, coach, and mentor all customer service representatives and warehouse employees. •Set-up structures for internal phone queues, over-flow call center, and back-end transactional system. •Identify, trouble-shoot, and creatively resolve all issues associated with new system launches to maintain daily operations.•Ran day-to-day business operations and continuously capitalize on areas for improvement.

• Grew customer up-sell rate by 300%. Created and implemented call center strategies to support the retention and up-sale of Chase Bank identity theft products including Chase Fraud Detector and Chase ID Protection. • Increased account retention rate by 114%. Wrote and implemented new sales scripts, developed training materials, and launched new coaching programs.• Re-engineered the internal sales process and personally trained 150 agents across two facilities to adopt new sales techniques. • Identified areas of improvement in call center workflow processes and developed customized programs resulting in incremental revenue and agent retention. • Worked cross-departmentally with Call Center Training, Quality Management, Telephony, and Online teams to optimize communication and maximize productivity.• Partnered with external and internal call center management teams to decrease abandon rates, increase utilization rates and productivity, and optimize skill-based queue routing across multiple facilities.

•Appointed to spearhead the launch of two corporate-wide dedicated product lines that resulted in a revenue gain of $8.1M (129% to goal)•Directed Quick-to-Market process for coordinating the feasibility study, implementation, communication, and on-going management of new products aimed at incremental revenue. (90 days from concept to reality)•Collaborated with marketing in the on-going development of all sales material, messaging efforts, and lead generation.•Partnered with marketing to diversify new business revenue streams through the testing of multi-channel marketing campaigns and advertising strategies. •Realigned internal sales operations by working cross-departmentally with executive stakeholders to develop and implement three sales models that optimized revenue opportunities for new and existing accounts.•Developed and incorporated key performance indicators and metrics for the teams.

•Oversaw client acquisition, product diversification, reactivation and account retention programs that generated in excess of $250M in annual revenues. (Increased market share during a down market)•Successfully led strategic and complex national account turn-around resulting in improved internal process efficiencies, reducing the cost of acquisition by 10%, revenue preservation of $1.1 million, redesigned and implemented proactive sales process growing the account to a potential of $5.8M annually.•Responsible for targeting, developing and growing government nurse staffing business that resulted in an increase of $5M in revenue growth for 2008. (141% growth year over year)•Hired, trained, and developed 12 account managers through individual development plans, on-going training, coaching engagements, management of key performance indicators and performance reviews. (Increased sales activities by 10%)•Nominated for AMN Values in Practice Awards for Passion.

•Supervise and lead 5 Sales Managers and 100+ sales agents that generated $8 billion in loan holdings•Report on daily and weekly sales metrics used in volume forecasting and present to Senior Executives•Hire, coach, and develop sales team to ensure performance metrics are met. •Train sales force on product launches, including credit based private loans, Parent Loan for Undergraduate Students, Stafford Loans, Consolidation Loans, and Graduate Student loans.•Educate sales force on new technology roll-outs, including CRM launch and online sales strategies. •Work directly with General Counsel, VP of Risk Management, and cross-functional teams to ensure compliance with HEA, FTC, CAN-SPAM, and FCRA guidelines.•Communicate corporate objectives, industry changes, compliance standards and regulations at semi-weekly sales meetings.

•Sold commercial and residential waster removal services throughout San Diego County.•Leased, sold, and supervised the installation of high dollar trash compactors.•Advised businesses and homeowner associations on waster removal and recycling needs.•Assessed the needs of and presented proposals to business owners, property manager associations, and the board of the HOA.

•Managed the sale, distribution, and servicing of private label insurance products for financial institutions with assets up to $1.5 billion located within the western United States.•Identified key market opportunities, developed distribution strategies, presented programs to Senior Management, negotiated marketing, and distributions agreements.•Coordinated internal legal endorsements, contract acceptances by finance, billing processes, and internal accounting procedures.

•Managed a territory of $1.5 million in annual sales and developing new business in the financial services industry in Southern California and Arizona.•Assessed needs and presented proposals to senior executives of financial institutions with assets of at least $35 million.•Resigned $280,000 in check contract renewals in addition to $20,000 of new sales in software and direct marketing services.•Provided and managed on-going training to bank and credit union personnel. Developed and implemented training programs for sales, customer service, fraud, and software programs.•Advised senior executives on how to increase profitability and efficiency through their check programs.

•Developed marketing strategies that focused on creating a corporate, executive, and individual customer base.•Advised corporations, executives and individuals on the different aspects of planning for future financial goals including retirement, education, wealth accumulation and estate planning.•Prepared detailed, individualized financial analysis to formulate retirement and investment strategies.•Managed large marketing projects that were focused on establishing corporate contacts, consulting on advanced financial planning for businesses, preparing consultation reports and making proposals to the corporate Board of Directors.•Award-Recognized by Principal Financial Group for excellence within the company.

•Provided customer service, generated sales, maintained departments and merchandising.•Chosen to participate in the Assistant Manager training internship program•Trained sales associates on store standards, sales generation, register training, shipment processing, floor presentation, and customer service standards.•Managed store opening and closing, interviewing, hiring, and bookkeeping.•Analyzed payroll, operating statements, week-ending reports, scheduling, and gross margin reports.