Streamlined daily processes and served as the driving force behind revenue growth, quality performances, and high productivity rates. Mobilized a cross-functional team of 48 employees (Leaders and Front Line) equipping them with the tools and knowledge to exceed expectations and achieve competitive goals. Increased profitability and efficiency by creating an audit/fraud process and department• Created, implemented, and maintained product knowledge system increasing revenue. • Managed, coached, trained, developed employees, driving to SLA’s and KPI’s and nature of service• Created, tracked, and analyzed KPI’s to measure and consistently improve performance. • Strategically planed and implemented new revenue increasing projects. (Fraud, Audit, Nesting)• Review daily, week, monthly reports: respond to inquiries from stakeholders for program data and information

Streamline daily processes and serve as the driving force behind revenue growth, quality performances, and high productivity rates. Mobilize a cross-functional team of 24 employees and equip them with the tools and knowledge to exceed expectations and achieve competitive goals. Increase profitability and efficiency by providing ongoing mentorship and in-depth training while emphasizing the key nature of customer service.• Integrate production improvements by assessing KPIs, analyzing trends, and interpreting statistics.• Uphold a high standard of quality and ensure that staff adherers to policies and procedures.• Heavily contributed to the complete turnaround of a previously underperforming team by revitalizing business structures and incorporating innovative practices that boost productivity

Supported continuous profit growth by heading day-to-day operations, encouraging team momentum, and providing visionary guidance to achieve short and long-term goals. Shaped and trained a team of 26 and put value on a team-oriented and cohesive environment. Maximized staff satisfaction and reduced turnover by nourishing strong employee relations, ensuring timely pay through payroll submissions, and resolving issues.• Optimized procedures and processes, which led to a 10% growth within one month.• Encouraged ongoing performance improvements by evaluating staff activities, measuring the results of calls, and providing constructive feedback to strengthen dynamic skill sets. • Remained updated on evolving business practices by conducting market research, investigating competitors, and introducing improved methods and techniques.

Created, curated and scaled self funded startup. Managed incoming projects and created roadmaps and milestones for timely completion including critical decisions on needed resources, scope of work, needed labor, resource planning, and timeline development. Solidified strong teams of highly qualified professionals by overseeing the entire onboarding process from prospecting and candidate review to interviewing, hiring, training, and scheduling.Minimized expenses by determining project costs and implementing feasible budgets.Piloted account management including accounts payable and accounts receivable; generated and distributed accurate invoices, headed cash flow management, and elicited payments.Maintained open lines of communication and cohesive partnerships with external vendors and loyal clients; verified client satisfaction, answered questions, and produced effective solutions to issues.

Served as project manager, leading teams with technical trainers, web developers and multimedia specialists for online module development and other special projectsCollaborated and consulted with faculty, staff, and associates on the effective use of instructional design strategies, web-based resources, multimedia technologies, and instructional software and systems to improve teaching for online deliveryEnsured instructional integrity of the course development projects through a method of systematic design and clear course standards and outcomes with teams of writers and subject matter expertsCoordinated the development of instructional materials that are functional, informative, and consistent with sound instructional design principles using Adobe Captivate, Articulate Studio, Articulate Storyline, Articulate 360, Camtasia, Brainshark, Adobe PremierProvided recommendations for interface design, sequencing of instruction, use of assessments, and online interactives following the ADDIE model Developed and taught faculty, staff, and associate training and other activities on the effective use of web-based resources and tools and multimedia technologies to implement in online delivery with use of Blooms Developed media products for use in online modules and websites including video, audio podcasts, and graphic

Scheduled and delivered training or instruction to Customer Service staff, management and clients.Developed learning and refresher curriculums and training modules.Created simulations for incoming phone calls. Created and transcribed training videos.Developed WebPages, job aids, sop's and cbt's.Served as the company's on-site application's expert.Provided supervision to lower level staff.