• Streamlined reports to perform risk-based reviews of employees/centers/metrics.• Directed operational teams to review all standard reports for internal and externalcustomers. • Conducted reviews of processes in system enhancement or process improvements.• teams to standardize policy, concerns regarding specific issues, or changes to the business.• Communicated findings and improvements recommendations to senior management, and follow-up to track improvement actions. • Spearheaded monthly reporting, trending, ad hoc requests, and coaching/corrective action provided as needed.• Directed operations including corporate security, legal, and human resources in conducting investigations.• Conducted quarterly reviews and present results to the director.

• Ensured customer service employee adherence to deadlines, proper procedures, correcting errors, or problems.• Led a team of 10 full-time employees. • Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints.• Implemented corporate or departmental policies, procedures, and service standards in conjunction with management.• Trained or instructed employees in job duties and company policies.Interpreted and communicate work procedures and company policies to staff. • Reviewed application enhancements involving initiatives included in requirementtemplates. • Monitored service levels.• Resolved customer escalations involving employee/internal business accounts.• Evaluated individual performances and conformance to regulations and recommend appropriate personnel action.• Consulted with managers or other personnel to resolve problems in areas such as equipmentperformance, output quality, or work schedule.

• Managed 20 National Accounts• Led a team of 12 full-time employees.• Consulted with finance on account receivables.• Drove working relationship with customers and sales team via conference calls/face-to-facemeetings.• Monitored service levels.• Provided career development for direct reports in addition to constructing performance appraisals.• Evaluated individual performances through daily interactions, audits, monitoring and feedback.

• Consisted of law enforcement duties and training. • Selected to the mobility team. Worked as a patrolman, bike patrol, desk sergeant. • Desk sergeant duties were monitoring 24 hour point of contact with entire community, monitoring 911 calls, base alarm, and completing police blotters.