Responsible for providing high quality and responsive customer service to our residents and local field associates. Responsibilities include driving strategy for the department and overseeing the management of our team of Customer Care Associates and Service Coordinators. These groups handle inbound/outbound calls/contacts related to general inquiries, lease applications, leads/referrals, and property service/ maintenance requests. Service Coordination also manages, and schedules service requests while working directly with the market offices. • Create and maintain a high-quality work environment and support the company culture so associates are motivated to perform at their highest level and grow with the organization while developing a team of up to 9 Supervisors virtually with over 109 hourly associates to deliver strong results like a eight minute average handle time vs a goal of nine minutes saving the company $588,000. • Created a new interview guide that Customer Care, Service, and our Recruiting team now use for both hourly and salary positions which help improved our abandon call rate from 25% in 2020 to 14% in 2021, and currently at 13% in 2022. • Involved in the Point Central Inactive Account Deactivation project that upgraded or removed hardware in over 1400 Legacy Smart Homes that saved $156,000 as of February 2021. • Revamped our Customer Care Training program and created an on-the-job training program to help bridge the gap between being a new hire vs tenure peers as well as utilized the time in training to be more productive.• Responsible for creating pay for performance quarterly incentive plan, along with a Step Pay program, Team Member Tiering, and Bilingual/weekend differential. • 1M contacts handled with 140,000 work orders created in 2023.• Let an initiative that took email response time from 19 days to under 24 hours. • I grew chat volume by 2000% from December of 2022 to December 2023.

Supporting a Covid-19 Case Investigation, and Contact Tracing Initiative. I was responsible for utilizing operations best practices, collaborating and partnering with the Client to define improvements to the operation, including training curriculum, operational procedures, reporting and/or measurement, managing Human Resource related tasks, and providing weekly, monthly, and quarterly operational reports including performance of the Team.Collaborate and partner with Client including:Developing and proposing a mutually agreeable governance model to establish roles and forums for the parties to:Discuss and implement strategic decisions and prioritize actions.Implementation of Operations Management activities for the Services, including:Reviewing and maintaining weekly Contract Employee and Team productivity reports using Client systems and tools.Monitoring feedback channels and ensuring feedback is reviewed with Contract Employees as necessary.Providing weekly summaries to Client on Contract Employees performance and productivity.Identifying and coordinating Contract Employees count increases or decreases as required by Client• Provided Client Leadership with weekly, monthly, and quarterly business reviews & reporting related to the composition and performance of the Contact Center & program.• Established all Operational processes & documents, including Quality Assurance Management, Training Curriculum, Audit Process, Coaching Model, Staffing Models, Reporting/Measurement, Contest and Recognition Programs, and Corrective Action processes. • Monitored feedback channels to ensure feedback was reviewed with Contract Employees and provided weekly summaries to Client on Contract Employees’ performance & productivity.• Accountable for motivating, coaching, retaining, and developing a team of up to 13 Supervisors virtually with over 145 hourly Agents to deliver strong results & meet client objectives.

Provide leadership to the overall operation of the Contact Center. Create an environment that is conducive to achieving operational measurements with a focus on providing exceptional customer service. This role works closely with business partners to support the company strategic initiatives. The Sr. Manager is empowered to make key strategic decisions impacting every aspect of the Contact Center. Delivers customer service goals, P&L performance and builds a culture of Continuous Improvement.

• Responsible for leading the operations of a Sears call center (1300+ employees). Driving top line revenue, managing bottom line expense, and balancing the member experience.• Multi-site line of business owner across four domestic call center sites with inbound, chat, and email contact channels as well as two vendor sites.• Created a new vision and lived by a culture that mirrors our company’s strategic values and direction.• Directly supervise call center department managers including managing remotely. • Drove accountability to achieve financial goals, maximize incentive programs, and ensure site and business operating expenses and adherence to a monthly budget (P&L) while running a $0.51 price per min contact center • Drives salaried Department-level, (Sales and Service Manager) Team Manager, and sales and/or service call agent team performance through development and support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics, which resulted in a savings of $24,756,490.00 in 2015 and another $24,997,115.00 in 2016 with over a $1,583,760 profit of Home Improvement sales.• Responsible for compliance and safety within the facility and saw a decline of $114,598 in accident claims. • Responsible for a 60-day 20 person pilot team that created 3 million in profit by offering same day/next day premium service.• Provide performance feedback through informal communications, formal performance reviews, and goal-setting• Contribute to continuous improvement efforts by identifying and executing innovative solutions, developed and executed strategic planning, leadership development, staffing management, participating in initiatives, and effectively partnering with peers in other facilities, and business partners outside of the call centers• Driving appropriate employee retention through coaching and development with a strong emphasis on recruiting and retaining top talent.

Accountable for motivating, coaching, retaining, and developing a team of up to 20 sales & service associates to deliver strong business results.• Changed the culture in Technical Specialist into a team oriented sales environment • Showed a month over month improvement in both sales and retention• Led the sites Safety, Customer Feedback, and Engagement Committees • Interim General Manager of Tempe callcenter – mid-August 2014 to October 2014

Accountable for motivating, coaching, retaining, and developing a team of up to 20 sales & service associates to deliver strong business results.• Developed a team of sales associates to consistently perform as a top-ranked sales team. • Coached and developed a team member to prepare him to assume responsibility as a Temporary Team Manager. • Participated in cross-functional real-time assignment to improve sales conversion in Sears.com.

Centralized in-bound call center for telephone-based sales, marketing and customer management services.Team Manager, Verizon Wireless& Medicare Part DAccountable for motivating, coaching, retaining, and developing a team of up to 15 customer service associates to exceed company standards. • Consistently ranked one of the highest teams in productivity and customer satisfaction metrics.• Developed a bottom-ranked team to exceed company standards within 60 days.• Coached and developed multiple agents to prepare them for leadership roles with increased responsibility.

Accountable for motivating, coaching, retaining, and developing a team of up to 20 sales & service associates to deliver strong business results.• Quickly ramped up a new line of business that led the network in Average Handling Time and Service Smart Agreement sales within three months of inception. • Developed a team of associates with less than 30 days average tenure to become a top ranked sales team within one month. • Maintained one of the lowest unproductive and absenteeism rates in the call center by effectively motivating and maintaining associate morale.