*CUSTOMER EXPERIENCE ADVOCATE -Dispatching roadside rescue events from B2B partners directly to our drivers and ensuring prompt and effective service through updates, verifying customer information, and handling issues as they arise. Responsible for mentoring other dispatchers and developing methods to insure that dispatches are not missed due to dispatching issues-Serving as the voice of the customer handling survey administration and providing key insights, along with handling escalated customer concerns brought by motor club clients. Responsible for controlling operating losses related to damages. Reduced overall complaint ratio to under .01%. Maintained a NPS score in the 60s for 2018 YTD. Implemented new B2B partnership with Com-Search to review estimates related to Damage complaints. -Consumer Social Media marketing and engagement. In first quarter of 2018, obtained nearly 200 likes via Facebook*ACCOUNT MANAGEMENT Developing strategic partnerships with motorclubs to explore current and new market opportunities for growth and improvement. Responsible for maintaining an overall acceptance of 75% or greater, Recognized by Allstate as a top 10% provider for 2017. Implemented a new dispatch system, for our largest client, within our call center. *VENDOR RELATIONS-Placing new drivers to ensure continued acceptance. Utilized paid ad sites such as Indeed, along with free postings such as Facebook Jobs-Provide online training documents including launching an online resource center (rescuingmotorists.proboards.com), and publishing monthly newsletter and as necessary service bulletins.

Facilitated the team’s workflow by assigning work based on technical experience and complexity and monitored case compliance and quality achieving a decreased cycle time Established an Expense Recovery process by launching a new invoicing process and collaborating with other AOR within the business to allow Payment Plans. From 2012-2017 a 1400% increase was achieved. Recognized and awarded by Allstate Roadside in 2012 and 2015Facilitated communication with business partners through design and delivery of daily updates, weekly reports, and ad-hoc reportsDeveloped training documentation and handled employee training and re-training efforts

Leading case management to develop win-win solutions for customers and tow companies when damage occurs during an ARS dispatch. This includes gathering and evaluating photos and estimate, discussing and coordinating response with tow companies, and reporting resolution to various clients. In addition to core functions I also manage our Payment Reimbursement program and work directly with Com-Search to help reduce costs

Functioned in a fast paced call center as rescue representative to assist those stranded on the road side. Served as a leader in regards to follow up on ETAs, ATAs, and other requests to ensure prompt service

Lead mentoring and tutoring for 20+ "at-risk" youth including supervising volunteers, chairing the program's Advisory Council, and planning field trips.

Served as an interim replacement for staff including roles as Instructional/Classroom Aide, School Nurse, Library Aide, One-on-One Aide, Recess Supervisor, and Crossing Guard.

Instructional/Classroom and One-on-One Aide with responsibilities that included instructional aide, general classroom supervision, and mentoring youth.

Serving as a substitute custodian during 1st and 2nd shifts on either a day-to-day or long term basis ensuring effective cleaning of assigned areas

Responsibilities included 1) general supervision of the cashiers, parking lot, and service desk personal including administering breaks and watching daily payroll to appropriately adjust staffing levels real time, 2) supervision of routine and end of night cleaning, 3) assisting on duty Front End manager with end of night closing protocol, 4) assisting store departments in meeting daily sale targets through upsales, printing and communication needs, and ensuring returns were returned promptly, and 5) ensuring prompt customer service by ensuring limited waiting times in lines and prompt return of carts from parking lot.