Client Services - Operations Department• Responsible for the creation and maintenance of all Client Services headcount modeling for six unique contact center roles.• Owner for the creation and communication of Client Services reporting and analytics to the Client Services Executive Leadership Team down to the individual contributor level.• Led the migration of Client Services Excel based reporting and analytics to a data mart powered by Tableau business intelligent visualization and analytics tool.• Completed a full audit of Zeacom phone systems which resulted in standardizing the client experience through Yodle Inc. phone system.• Designed and built client escalation reporting that provides visibility to the type of client interaction and the agent that the escalation originated from.

-Leads the process discovery walkthroughs and process redesign sessions with Account Management Department utilizing Salesforce CRM software.-Creates and documents organizational and process requirements for the Account Management Team and communicates and trains stakeholders. -Produce metrics and business analytics on departmental performance.

I lead multiple projects in the following departments hauling, dairy manufacturing, ice cream manufacturing and commissary. The projects focus on improving efficiency and the successful implementation of software upgrades.

Leeds Metropolitan Volleyball Athlete competing in England Volleyball Super 8.England Volleyball Level 1 Certified Coaching.

• Drove quality improvements utilizing root cause analysis process reviews and improvements, corrective actions, statistical process control, in-process and final inspections, control gauges and test equipment, as well as quality plans within the Bar Shop and Generator Final Assembly.• Coordinated all aspects of in-process inspections within the Bar Shop and Generator Final Assembly, including training for long-term support of SIX Sigma initiatives and compliance to ISO 9000.• Evaluated and determined dispositions of non-conforming materials and formulated corrective actions.• Provided process and quality support for in-house qualifications of induction brazing process.• Ensured synergy of quality initiatives with suppliers, internal processes and customer expectations.• Developed field masking and painting methods, which complied with ISO 9001 standards and conducted training of employees.• Facilitate weekly quality meetings among three shifts.• Participated in a lean action workout, leading the successful initiative to reduce duplicate gages within the bar shop cell by 30 percent.

·Directed the manufacturing of generators by leading the daily activities of 20 union hourly employees while effectively improving safety, quality and productivity.·Implemented Six Sigma project that reduced cycle time of a painting operations by 17% resulting in a yearly savings of $130,000. ·Led a Six Sigma Lean project that created a centralized storage rack for crane fixtures that reduced crane movement by 85%. ·Contributed to cells 10% increase in productivity and 15% reduction in handbook hours.·Maintained daily work log to ensure smooth transitions between shifts.·Facilitated weekly safety meetings.·Increased labor vouchering compliance of employees by 60%.

·Applied for DEC Air Pollution Control Permit for multiple quarries and asphalt plants.·Conducted visual inspection of safety measures as part of quarry inspection adhering to MSHA regulations. ·Conducted cost analysis and plant location planning of concrete reclamation system. ·Presented Storm Water Pollution Prevention Plans to facility managers. ·Performed petroleum bulk storage audits to comply with EPA and NYSDEC regulations.·Filed EPA Toxic Release Inventory reports for over 20 asphalt and concrete plants.·Created step-by-step guide for filing Toxic Release Inventory reports for asphalt and concrete plants.·Researched, developed, and implemented template for writing Storm Water Pollution Prevention Plans.·Developed Spill Prevention Control and Countermeasure Plans for concrete plant.