Selected Contributions:Set strategic direction to transform contact center experience.Challenge operating norms and growing business through driving value-add conversations with our Customers.Build network of internal partners to disrupt traditional delivery of products and service for greater results and Customer satisfaction.Drive leadership accountability by listening to the front line and correcting course of change when negative impacts to the employee or Customer experience is discovered.Communicate plan and results across entire enterprise to demonstrate importance of Customer experience to company growth.Develop Director and Manager level leaders to become change agents and Customer & employee advocates.Love to work in an environment that values learning, taking responsible risk, and celebrating team and individual success.

Selected Contributions:Relationship management owner of over 100 Clients into Customer Care department (~1k FTE across multiple sites in the US and Canada).Led significant change initiatives impacting multiple call centers and expanding product offerings including process improvements and major carrier offerings.Develop and manage business relationships with Client Services and internal contacts managing client expectations, evaluating Client/business generated requests, analyzing account data and implementing process and procedure improvements.Interact with multiple departmental owners in order to lead/coordinate projects on behalf of internal and external stakeholders.