SUMMARY:

• Innovating Performance Through People - Focused Strategies and Fostering Collaborative Solutioning Environments, Delivering Increased Value
• Forward-thinking leader with extensive experience in management of service, sales, production, and fulfillment. Adeptin multi-platform contact center environments including live calls, email, and chat in the industries of Telecommunications, Retail, Credit, and Banking Services.
• Employee Engagement | Change Management | Leadership Development | Migration
• Team Performance | Culture Transformation | Organizational Optimization | Data Analytics
• Talent Recruitment and Retention | Program Management | Project Management

TECHNICAL SKILLS:

SKILLS: Avaya, Banking, Benefits Administration, Collections, Conflict Management, E-Mail, Chat, Employee Development, EXCEL, Fiscal Administration - Budgeting, Fundraising, Help Desk, Human Resources, HR, Microsoft Word, Telecommunications, Operations, Outlook, Payroll, Power Point, Project Management, Purchasing, Procurement, Quality Assurance, Recruiting, Retention, Customer Experience, Customer Engagement, R-Solar, Salesforce.com, Sales Management, Solar, Sonar,, WAFADO, WFA-C, Windows, Inventory Management, Migration, VRU, ACD, SaS, KPI, BPO, SharePoint, WebEx, UAT, Slack, Trello

PROFESSIONAL EXPERIENCE:

Confidential

Career Coach/ Resume Specialist

Responsibilities:

• Provided resume evaluation, development, and career coaching to individuals in career transition. Utilized business tools (SharePoint, MS Office, Webmail, LinkedIn, RightEverywhere) optimizing individuals’ marketability for new employment opportunities. Met with candidates via email, phone, and WebEx, coaching and mentoring on resume development, branding, and marketing ideas, developing an exceptional resume and professional web presence.

Confidential, Des Moines, IA

Helpdesk Center Manager DSL/ Project Manager BOS

Responsibilities:

• Facilitated BOS buildout project via weekly meetings/conference calls, designing floor layouts, IT, VOIP, researching and procurement of equipment.
• Worked directly with Real Estate, coordinating procurement and deploy of furniture for 3 floors, includingbreak and conference room furniture, appliances, and additional LAN and VOIP needs.
• Coordinated Avaya conversion, scheduling, mapping, and for center-wide transition.
• Maintained and updated knowledge Wiki in a rapidly changing environment, ensuring procedural consistencies and increasing ease in accessibility for agents at all knowledge levels.
• Identified knowledge gaps and created supplemental for on-going success.
• Collaborated, defined, and promoted best practices for center process consistencies with peers, building a positive work environment where everyone is a valued team member, increasing employee satisfaction by 24% and reducing attrition 32%.
• Worked directly and effectively with local Union, establishing local agreements, conducting disciplinary meetings, and negotiating grievance processes.
• Led March of Dimes fund-raising drive, delivering over 1k in donations from our new dept of less than 100 agents.

Confidential, Des Moines, IA

Loan Documentation Admin Manager

Responsibilities:

• Coordinated and refined capacity planning around SLAs for lines of business, specifically targeting reducing redundancies in processing and storage of mortgage documents.
• Created and mapped COB for department, ensuring SLA compliance during unplanned work stoppages.
• Headed Engagement and Celebration Committees /Q12 Survey Engagement Committee groups.
• Provided, performance evaluations, coaching, and career development for direct reports.
• Collaborated with QA team, defining quality process and form, focusing on common goals, improving QA scores 18% and decreasing disputed forms going back to QA by 34%.
• Coordinated and supervised volunteer outings and fundraising events. (United Way, food/canned goods drives, March of Dimes, Duck Derby, Toys for Tots, and Sponsor a Family at Christmas.)

Confidential, Urbandale, IA

Unit Manager/Project Manager

Responsibilities:

• Reviewed production costs, modifying production and inventory maintaining profitability.
• Developed downtime reduction strategies coordinating with other departments to eliminate overtime costs.
• FTE reduction from (55% reduction) by migrating to Transaction Services
• Successful migration of NCO Day 1 Processing to Transaction Services, including new mapping for COB.
• Completed migration ahead of schedule, including -$1.8MM migration costs and exceeding $6MM annual savings target.

Confidential, Des Moines, IA

Credit Program Manager

Responsibilities:

• Led team of agents as 3rd party vendor for customer service, assisting consumers with understanding and using credit effectively and responsibly. Business Liaison for the Confidential team- weekly live QA calls and daily trend analysis for the business line.

Confidential, West Des Moines, IA

Sales Unit Manager

Responsibilities:

• Site Admin for lines of business, maintaining members information, solicitation lists, and site access.
• Liaison between corporate stakeholders, store operations managers, and customer interaction groups.
• Managed email workflow, defining/creating templates for mass distribution to select customer bases.