· Facilitate process improvement projects using Lean Six Sigma methodology to lead teams through streamlining processes that positively impact internal operations and external customers· Provide training and mentorship for White Belt and Yellow Belt Certified staff and coordinate the use of Daily Huddles supporting team and agency goals through identification and removal of barriers

· Led a virtual team of 7 Coordinators supporting 17 Senior Manager teams across 3 contact center locations· Guided team and individual professional/career development through coaching, performance management and training· Managed team work load by planning and directing the assignment of tasks and projects, monitored team progress and evaluated team and individual performance· Conducted recruitment, interviewing, hiring and onboarding of newly hired Coordinators · Collaborated with peers in development and execution of area processes ensuring consistency· Successful project management of strategic business and operational initiatives through effective partnerships with executive leadership and human resources · Facilitated presentation of national attendance guidelines to leadership and front line employees· Drove contact center compliance with attendance processes, reducing overall absence by acting with urgency, integrity, and utilizing strong written and verbal communication · Performed analysis of and presented solutions for a diverse range of complex situations

· Member of a National Resource Management team focused on ensuring staffing needs were met daily to efficiently serve external customers and successfully support internal customers· Successfully led projects to increase contact center schedule adherence and lower after the fact scheduling requests positively impacting both the employee and customer experience· Trained newly added team members and acted as team point of contact for internal customers

· Supported contact center performance success through coaching, hosting leadership calibration sessions, and presenting performance expectations to front line employees· Collaborated with leadership, operations, and support teams to develop and implement strategies to improve call center performance and efficiencies

· Served as a Subject Matter Expert supporting contact center in providing industry leading customer service

· Led team of 8-10 Parent Educators providing support through coaching, training and development· Participated in recruitment, hiring, and onboarding of new employees · Managed resources to ensure timely and high quality services to families in the community

· Provided visitation and educational support services to families involved in child abuse and neglect cases, working to keep families together