SUMMARY

• Strong ability to develop and improve processes, quality and productivity standards
• Experience establishing implementing, and building relationships
• In depth client focus skills
• Change Management Application experience
• CRM data analysis
• Heavily skilled in data gathering, analysis, and implementation of processes
• Innovative and creative thinker with strong leadership ability
• Experienced Financial Services professional
• Experienced Human Resources professional
• End to end Business Project Management
• Experienced SDLC, WPM, DMAIC Project Professional
• Execute coaching and mentoring of Customer Service Associates who are responsible for inbound and outbound calls relating to pensions, payroll, timekeeping, and health benefits
• Delivery of Customer Service based on SPAs and KPIs
• Ensure adherence to call processes and quality customer service by auditing calls, cases and client surveys to provide immediate feedback to direct reports and client executive team
• Manage all daily operations by auditing to ensure quality documentation, high productivity and timely case resolution
• Research, analyze and report out voice of the CRM data using PowerPoint and Excel
• Conduct focus groups to gather employee data
• Review statistical data daily and use innovative methods for improvement
• Allocate work based on operational needs to meet daily service levels
• Continuous improvement identification and resolution
• Identifies and communicates knowledge, tool and process gaps for resolution via project formation and execution
• Manage stakeholder relationships to exceed service expectations
• Led various business projects using WPM, SDLC and AGILE methodologies

TECHNICAL SKILLS

• Microsoft Office Suite
• PeopleSoft
• Workday
• Taleo
• Siebel
• CS Pro
• SharePoint
• VISIO
• WFM
• CRM Tools

PROFESSIONAL EXPERIENCE

Confidential

Center Manager

Responsibilities:

• Execute coaching and development of 50 associates and 4 supervisors
• Administer human resources policies and procedures
• Ensure adherence to call guides and quality customer service by auditing calls and providing feedback monthly
• Research and analyze voice of the client data weekly for process improvement
• Implement innovative ideas for improvement
• Develop innovative ideas to maintain low employee turnover
• Write and conduct performance management evaluations
• Manage all daily operations to ensure quality documentation and high productivity resulting in meeting daily service levels and call metric goals
• Led various business projects using WPM, SDLC and AGILE methods

Confidential

Project Leader

Responsibilities:

• Implemented the startup of the annual benefits enrollment contact center for 280,000+ team members at Confidential by partnering with multiple departments and resulting in 91% enrolled team members for year 2010
• Partnered with third party vendors to attract and select 40 highly skilled HR professionals resulting in stellar customer service reviews
• Developed and implement workflow process improvement projects to enhance the customer experience and improve consultant performance
• Analyzed processes and metrics for process improvement
• Change management application
• Managed all daily operations to ensure high productivity and resource allocation resulting in meeting daily service levels
• Coordinate and develop training
• Ongoing Performance management
• Ongoing presentation updates to stakeholders
• Led various business projects using SDLC and DMAIC methods
• Complete fact finding investigations and resolution of policy violations.
• Identify root causes and recommend appropriate actions. Resulted in fewer workplace issues and greater understanding of workplace behavior
• Designed, developed and implemented performance management tools for supervisors
• Developed and maintained budget and cost controls
• Managed overall quality compliance
• Managed change by setting clear expectations
• Led various business projects using SDLC and DMAIC methodologies

Confidential

Team Manager

Responsibilities:

• Coached and mentored team of annuity and life insurance pension consultants to ensure the accuracy of information and stellar service provided to investors.
• Perform regulatory supervision of all annuity inquiries, life insurance inquires and general asset allocation questions regarding retirement portfolios.
• Strong ability to navigate, negotiate and resolve escalated and complex client issues
• Skillfully managed multiple departmental projects to establish efficient processes including the successful development and implementation of a productive call performance evaluation form
• Created and implemented tracking system to ensure Consultant compliance with current licenses and adherence to all regulations, resulting in the group consistently passing all quarterly compliance audits conducted by SEC, NASD & Internal Compliance Officers
• Participated and led projects for process improvement using SDLC and DMAIC methods

Confidential

Quality Assurance Analyst

Responsibilities:

• Developed, implemented and facilitated quarterly call monitoring calibration sessions to coach 50+ Team Managers across 3 sites on call scoring and performance evaluation techniques experiencing an increased call calibration rate among managers for quality improvement
• Created and maintained client service concerns dashboard to report performance trends to senior leaders. This data collection resulted in efficiently targeting training needs
• Collected and analyzed voice of the client data to identify root causes of service gaps. Developed workflow process to ensure the timely follow up with clients by Team Managers resulting in 95% of Manager follow up calls completed within 24 hours, a 30% increase
• CRM data gathering and reporting Write SOPs using Provision for Quality Assurance Department resulting in standardized processes
• Led various business and technical projects using SDLC and DMAIC methodologies

Confidential

Project Manager and Team Leader

Responsibilities:

• Created, implemented and led the start - up the business development unit designed to cross sell products retirement and investment products and services to targeted markets
• Experience training and managing consultants on responding to emails and executing email campaigns
• Hired staff, developed job descriptions, designed training manual, and facilitated training, coached team on sales techniques resulting in increased corporate asset growth and retention
• Created and led project team to decrease client wait times by 50% and improve process sigma by 23%
• Successfully developed, implemented and participated in corporate mentoring program project that rewarded high performers and improved leadership succession planning throughout the organization
• CRM data gathering and reporting for process improvement and implementation
• Responsible for requirements gathering and documentation
• Led various projects using SDLC and DMAIC methodologies