Call Center Consultant across a diversity of products and services - Healthcare, Technology, etc. Lean Six Sigma Master Black Belt - LSSMBB compliments the consulting outcomes.

Independent based project management work.

Spearheaded as part of Plan Sponsor Service Team; functioned as a Subject Matter Expert and Single Point of Contact for matters pertaining to plan level changes, legal & legislative documents and contracts & agreements. Liaised with Plan Sponsors and Financial Advisors to manage retirement plans and group processes.Supported implementation activities at VALIC; ensured responsive and seamless service delivery, reviewed final agreements, assessed client deliverables for quality and identified & reported out-of-scope services. Liaised with internal & external stakeholders as well as senior leadership to support and achieve organizational objectives.Managed a comprehensive suite of offerings comprising of retirement savings product and guaranteed income solutions. Capitalized on annuity and mutual fund products to gain trust &confidence from stakeholders. Proved instrumental in filing qualified plans across 23 businesses valued at $740M; ensured completion in a timely manner as per regulatory standards of Internal Revenue Service (IRS). Formulated hundreds of reports, led conference calls with diverse stakeholders, assisted with researching employee plan issue for resolution andcollaborated directly with senior leadership. Successfully averted tax filing penalties by setting aggressive timelines to meet tax filing dates and ensuring compliance. Applied broad, cross-functional knowledge to produce results that best fit the company strategy; made sure desired change initiatives and priorities were implemented effectively. Implemented ways to improve profitability; instituted value creating decisions/possibilities and prioritized commercial opportunities.

Responsible for entire sales team (inside/Outside) to grow Net Revenue throughout Houston, Dallas and San Antonio. Budget, Team Building, Human Resources, Profit and Growth, Hiring/Retention, Promotions, Policy and Procedures, Sales Management, Training and Strategic Planning.

Fully responsible for 400+ staff across every area of the operations center. Sales, Budget, Security, Human Resources, Profit and Growth, Hiring/Retention, Information Technology (IT), Promotions, Policy and Procedures, Sales Management, Outbound/Inbound Calling, Training and Strategic Planning.

Handpicked and tasked to design and lead a profit center churning $20M by 2008 end; with key focus on establishing an outbound calling environment. Accountable for handling all business related aspects, including, but not limited to, financial planning, recruiting & staffing, formulating policies & procedures, training on outbound cold calling. Revamped operations and processes to enhance efficiency and attain organizational goals.  Forecasted annual loss of $13M in 2007; steered strategic decisions to avert losses and attain business targets. Successfully generated $4.5M in new revenue for 2007. Hired competency specific staff to capture and recover 73% or $9.4M. Trained staff with target goal of $10.6M in new revenue. Restructured the center to promote employee career advancement and growth; formulated policies & procedures to align with strategies, goals and planning as per FY 2008. Revamped operations and SLAs for a key account Snap Fitness; proved instrumental in averting annual losses worth $20M for the client.

Led a team of 450+ staff to stimulate profit growth in the entire Credit Union comprising of 30K+ members; managed member service sales operations, real estate offerings and resolution of complaints at the target loan department. Introduced new offerings, led promotional campaigns, oversaw performance management and trained team members. Additionally functioned as Executive Lending Officer and member of the Management Review Team. Utilized Six Sigma methodologies to redesign/reintroduce financial products at key points in the service model. Created reporting engines that pushed specifics reports to the owning officer. Contributed in increasing monthly membership by ~110; also achieved a growth rate of 22.4 accounts on a monthly basis.  Pioneered capture of the Credit Union’s highest ‘experience refund’ worth $147K – first time in the history of the organization.  Initiated several process improvement agendas; streamlined operations and ensured high level of staff satisfaction through a collaborative and supportive work environment. Formulated and introduced lending staff incentive programs; also improved pre-approval process to achieve higher levels of member friendliness. Restructured roles to increase overall contribution and accountability of Member Consultants and Sales Support Specialists.  Boosted productivity and reduced manual errors; automated processes andminimizedusage of paper.

Vitalized operational performance within inbound/outbound sales environments comprised of up to 9 team leaders and 130 associates focused on exceeding corporate objectives. Commanded cross-selling projects, including Verification and Early Relationship Building (VERB) ventures. Coordinated the daily functions of credit and cross-selling units. Identified new business opportunities as well as ensured expert inventory management and reporting through organization of customer service call center data. Established and cultivated internal/external relationships with inside sales teams.