Experienced leader adept at managing financial operations with a focus on optimizing workforce efficiency and leveraging technology. Skilled in collaborating with multiple stakeholders to budget and allocate resources effectively. Proven track record of exceeding operational targets and implementing innovative solutions to enhance productivity and revenue generation.* Consistently meet and exceed operational KPIs, including Service Level (60%), Average Handle Time (5 minutes), Abandonment Rate (<4%), Occupancy (85 - 92%), and forecast accuracy (within 3%). * Partnered with strategy and call routing teams to successfully transition manual agent dialing into a self-serve system that delivers over 322 million self-serve broadcast/SMS messages. Reassigned agents to inbound calls saving $65K in annual outsourced headcount.* Leveraged best practices from the American Red Cross to create the first Disaster Recovery Plan for the Resource Management Team, then executed it the very next weekend when Hurricane Florence impacted multiple centers. * Partnered with strategy and call routing to create a digital-only interruption of service due to non-payment automated routing tool. This reduced 35K calls into collections centers per month and saved $120K in annual vendor costs. * Expanded the scope of the Resource Management team to include a partnership with the data management team ensuring leadership and analysts had the proper insights for customers, which saved the business millions in losses and enabled millions in incremental monies collected.

Leading the Bill to Cash Resource Management (RM) Teams, comprising of Command, Short-Term Forecasting, Scheduling, Intra-Day, and Attendance teams. Ensuring we have the right people in the right place at the right time.Provide strategic and operational stewardship for the 5 RM teams that manage the workforce in real-time by adjusting and pulling levers as needed to address variance from the forecasted models. The teams support internal and vendor locations handling inbound and outbound contacts for Fraud, Collections, Receivables Control, Retention, and Spanish.Approximate yearly volumes are 25 million calls handled, 180 million agent dials, 322 million self-serve broadcast dials across 19 centers that serve customers 365 days a year.Primary Contributions:▣ Consistently meet and exceed operational KPIs, including Service Level (60%), Average Handle Time (5 minutes), Abandonment Rate (<4%), Occupancy (85 - 92%), and forecast accuracy (within 3%). ▣ Partnered with strategy and call routing teams to successfully transition manual agent dialing into self-serve system that delivers over 322 million self-serve broadcast/SMS messages and saves $65K in annual outsourced headcount.▣ Directed the Resource Management migration from IEX (Nice Systems) and manual processes into Verint to manage schedules, short-term forecasts, real-time performance, and adherence management. Reduced enterprise agent management costs by 43% each year. ▣ Leveraged best-practices from the American Red Cross to create the first Disaster Recovery Plan for the Resource Management Team, then executed it the very next weekend when Hurricane Florence impacted multiple centers. ▣ Partnered with strategy and call routing to create a digital-only interruption of service due to non-payment automated routing tool that saved $120K in annual vendor costs.

Led a team that supported Claims and Collections, Ordering, and Reporting systems for over 300 end-users in the Wholesale line of business driving millions in monthly accounts receivables. Managed the creation and delivery of end‐user training and coordinated floor support for large release implementations. Influenced a multi-million-dollar capital spending budget. Managed system maintenance as well as business continuity plans for all team functions.As a Verizon Lean Six Sigma Greenbelt, led process improvement initiatives that delivered operational efficiencies and cost savings. Primary Contributions:▣ Led a seamless department reorganization with zero errors and maintained service levels without incident. ▣ Supervised the delivery of medium‐sized projects on a three-week agile release cycle and larger sized releases using traditional waterfall methodology. ▣ VLSS Greenbelt awarded for developing a new tool to deliver real-time data to Wholesale Operations Management and Senior Leaders.▣ Contributed technical and operational support to the following lean six sigma initiatives: XO Project, AR2K Project, Triangle, Reverse IRB, Global Collections, Wholesale Reporting Tool, Claims Management Team Model Implementation, and Reporting Tool VLSS Project. ▣ Created a Developers Round table, which has grown to 50+ members, to bring together teams to share skills, lessons learned, and technical resources. ▣ Mentored three new employees to higher career levels. Two developed into .NET developers, and one was promoted to IT Project Manager.

Develop business requirement documents, including describing appropriate test support, traceability, and value (ROI). Create and deliver end-user training and contribute subject matter expertise. Provide floor support for large release implementations.Primary Contributions:▣ Deliver medium-sized projects, up to 4000 IT Development hours, on a two-month agile release cycle. Larger sized releases of up to 40,000 IT Development hours delivered using traditional waterfall methodology. ▣ Completed project to redesign and deploy software for the Wholesale Collections and Claims group. ▣ Facilitate daily user acceptance status call to review testing progress and monitor issue progression with business users and IT development teams.▣ Create business requirements documentation containing wireframes, process flows, templates, entity-relationship diagrams, and all related information IT teams need to deliver a project.▣ Collaborate with IT teams to create cases and system requirements documents reported status updates to management and stakeholders during and post-release.▣ Define test plans, test scenarios, and test cases: performed manual, end-to-end, functional, acceptance, sanity, and exploratory testing.

Site lead accountable for Network infrastructure, which managed corporate IT and vendors to ensure the network was stable 24x7x365. Provided remote support for operational teams using SCCM, Remote Desktop, and NetMeeting. Deployed and supported cellular wireless devices. Primary Contributions:▣ Partnered with management to determine critical systems for the IT department across several locations. Analyzed system access, staffing solutions, priority levels, and set processes to follow in the event of disaster or emergency. ▣ SharePoint Coordinator for South Central Division (Oklahoma, Texas, Arkansas, Kansas, Tennessee, and Missouri).▣ Migrated users in Texas and Oklahoma from Exchange to Office365 and Office 2007.▣ Administrator for Backup Exec, Active Directory, Microsoft System Center Configuration Manager, SafeTrace TX, and Oracle 9i database. Coordinated Cisco ASA5505 setup and deployment.▣ Created and distributed user documentation to specific user groups. Defined, produced, and distributed policy documents covering access and usage of resources in relation to Internet, Network, Hardware, and Software.▣ Researched and installed a stand-alone network to facilitate transfer of data to group of client hospitals. The deployment was so successful that the network designed was adopted at multiple internal locations.

Managed all Software, Hardware and Networking equipment for a machine shop specializing in aircraft parts. Designed and maintained the company’s website using HTML and Front Page. Received ISO 9000 Auditor license and implemented two successful certifications and stable quality system for the organization.Primary Contributions:▣ Maintained Computer Aided Drafting Systems, Computer Aided Manufacturing Systems, Office Suites, LAN, Websites, Windows Systems, and Infisy Shop Management Software Suite.▣ Created work instructions and drafted software usage documentation and policies.▣ Selected as Representative for the International Organization for Standardization (ISO), ISO 9002/1994, and AS9100. ▣ Designed and built enclosures for two twenty foot milling centers. Purchased materials and fabricated both enclosures for under a quarter of the cost the manufacturer SRP for one enclosure.