• Manage a team of 10-15 direct reports, focusing on growth and development in employees ranging from Loan Processor I to Section Manager I.• Promote a culture of advancement by mentoring 6 team members into leadership or next-level roles.• Standardized performance tracking by developing the NCLP Scorecard- a dynamic sheet that aggregates representative data for use in weekly check-ins and has become the department-wide standard.• Led a major tech transition from Magical to a free service in collaboration with leadership, saving the company ~$20K annually for NCLP alone and ~$62K across all departments. Trained multiple departments and team members in the new system by utilizing Visual Code Studio to update all auto texts.• Streamlined operational efficiency by implementing a new de-escalation badge submission process and developed the Skill Certification Master Tool during stretch assignment as Skill Cert Coordinator. The tool consolidates nine tracking sheets into a single master tool and saves an average of 1-2 work hours daily.• Enhanced departmental processes by creating and implementing a new VTO (voluntary time off) system, which incorporates custom Google app scripting, a new Google form, and also houses legacy data. This updated process has also become a department-wide standard.

Lead Tester working on playtesting, proofreading, editing, and developing new games! Also working to help build and interact with the growing boardgame/Bantam community.

• Identify required labor, material, and time to complete projects by reviewing blueprints, specification documents, and technical data sheets.• Prepare estimates for customers based on projected labor, material, and time requirements.• Research and adjust costs of items such as materials, transportation, labor, and field equipment in order to maintain competitiveness in an ever-changing market.• Lead the charge to revamp and update team documents and proposals that are used on a daily basis.• Establish and maintain relationships with vendors, contractors, and freight providers.• Strategize with company owners to improve employee scheduling needs, costs, and margins on projects.• Monitor costs, hours, and billing statuses on a weekly basis to ensure each project stays within its projection.• Provide exceptional results by contributing over $2M in contracts to the team in 2020.

• Managed a team of 15 direct reports and 25 team members total with a peak retention rate of 97% for over 6 months and maintained a consistent rating of over 80% across full tenure.• Worked with other departments in order to ensure cross-functionality and to support key performance indicators.• Coached and developed employees to expand upon their skill sets and work towards upward mobility.• Developed and administered schedules and performance requirements daily, weekly, and monthly.• Interviewed and hired potential candidates alongside upper management and the HR department.• Ensured the Customer Operations Department hits their service goal of less than 1% service failures of total orders shipped.• Revamped our call quality rubric and standard operation procedures for grading and contesting inbound phone calls.• Helped train and support new supervisors in the Customer Operations Department as they entered and developed in the role.

• Delivered superior customer service experience with a service rating in the top 99th percentile.• Maintained a high level of order entry accuracy with over a 99.9% accuracy rating,• Improved operational efficiency by maintaining low leakage on orders, less than $200 every year.• Completed certification within six months of tenure and quickly became a team lead.• Spearheaded specialized projects involving backend systems, tracking and publishing metrics, and customer issues.

• Maintained claims from Midwestern states while working directly with customers, internal associates, and management.• Appointed Project Leader during major technology transition for 15 team members and assisted an additional 60+ associates.• Trained new associates on workflows, procedures, tasks, phone systems, customized systems, etc.