PROFESSIONAL EXPERIENCE

Manager, Service Delivery

Confidential, Miami, Florida

Responsibilities:

• Created and implemented an enterprise wide learning and development system which included a cross training matrix & metrics dashboard, with periodic customer service, policy adherence, & technology training sessions & conferences
• Significantly reduced average weekly recoverable overtime labor hours to zero while implementing consulting methodologies regarding various logistical, administrative, & managed services which improved QC methods & lead to a significant decrease in error rate, project duration, customer inquiries/corrections, and overall improvements
• Analyzed customer survey data & actively sought input from department heads to ensure consistent adherence to service standards & created solutions to address gaps to continue positive growth by driving improved performance
• Concisely communicated KPI & developed monthly/quarterly reporting on all operating budgets while reviewing estimates & analyzing performance and determining best course of action for multiple areas to various KDMs weekly
• Drove SLA attainment and exceeded client expectations to ensure service levels were performed exceptionally while prioritizing functions, duties, projects, and changes by utilizing technology and demonstrating multi team leadership
• Lead software implementation and deployment while reporting analytical solutions against HR and financial systems
• Identified and implemented innovative methods to serve a major product liability department’s communication channels while simultaneously coordinating labor and resources for two additional international litigation firms

Business Support Manager - Finance, Technology, and H/R

Confidential, Jacksonville

Responsibilities:

• Managed ERP implementation & vendor technology support teams throughout an enterprise technology refresh
• 172M under management annually with weekly reconciliation and reporting of 4M in various revenue & expense
• Proactively maintained knowledge of industry trends and demonstrated experience initiating, managing, and measuring process improvements and initiatives to completion with organizational planning & people development for 300+ employees while managing multiple administrative and financial accounting teams within several centers
• Scrupulously calculated and disseminated labor and inventory tracking reports to multiple operational and operations support teams while making on-site adjustments to ensure margins were achieved or exceeded consistently and driving procedure modifications through standard process engineering, data analysis, and clear measurement of business KPI interfaced between all stakeholders in a variety of complex and short to long time frame projects
• Implemented data privacy & information security measures in a high volume/fast paced environment while proactively developing plans to ensure margins were grown with managed costing of variable supervisory functions
• Independently lead benefits administration for three entities including Affordable Care Act compliance roll out & sequential audits, employment verifications, MVR checks, unemployment/EEOC claims, 401K management, and new hire orientation which included orientating 70+ new employees before and after a major remote site opening
• Exercised strong analytical skills while managing multiple competing priorities, including a strong understanding of how to gather and interpret business needs with the ability to translate them into project documentation using communication skills while interacting professionally with a diverse group, including executives, managers, vendors, & subject matter experts throughout enterprise level project management and software implementation/deployments

Client Operations Manager

Confidential, Orlando, Cleveland

Responsibilities:

• Successfully managed proposals, SOW, RFP, & service delivery implementations of several projects within a large scale operation & actively sourced & implemented sophisticated performance tracking tools based on control plans & service agreements as determined by client KDMs & teams in alignment with capabilities and short/long term goals
• Implemented best practices within B2B management and JIT asset inventory capture while implementing various SOP, BCP, lean, & overall best practices while proactively developing, testing, and sharing process improvements
• Exemplified excellent analytical, problem solving and strategy-development skills with impeccable reliability and strong time management and project management effectiveness while maintaining accuracy of various reports & logs
• Conducted special investigations, studies, projects, and other initiatives as needed to meet overall company and department strategic goals and initiatives while developing and implementing annual and quarterly management plans
• Sourced goods and services to perform operations through third party suppliers by writing contracts, obtaining necessary vendor setup forms, reviewing certificates of insurance for compliance, and other processes to completion
• Operated freight management and WMS software with 100% on-time orders, < 1 shipment error quarterly with a less than 3 hour resolution on most requests while ensuring labor costs were consistently tracked and minimized
• Lead the development and tracking of progress for newly created SOPs and various newly attained project approval
• Successful in serving as a liaison amid several aspects of operation including lateral and subordinate employees
• Coached exempt and non-exempt teams & leaders to create a positive atmosphere of professionalism & provided honest & timely feedback to employees while addressing performance issues with directness, discretion, & sensitivity
• Crafted business solutions impacting users and buyers through communication and leadership from a global management background and experience with International employees and clients through fast pace initiatives

Site Supervisor

Confidential, Orlando, Florida

Responsibilities:

• Provided logistics management for ten 60+ person departments while creating and implementing various SOP, BCP, lean, & best practices with daily management of 1K+ outgoing shipments using varying service methods & processes
• Consistently balanced resources to maximize productivity and efficiency while ensuring accuracy of required reports, logs and measurements; Monitoring discrepancies to ensure revisions were performed if necessary or requested
• Provided troubleshooting support for moderate, urgent, & emergency requests under tight deadlines with responsibility for creating, training, & maintaining site services while tracking collateral, equipment, and labor
• Balanced workload, trained, developed, motivated, and directed activities of a 10+ employee team with a specialization in business continuity, acceleration, and progression throughout multiple organizational changes
• Actively audited documents and tracked all discrepancies/defects work in process for print, insert, and various other activities based on work instructions and control plans while proofing output to ensure satisfactory quality

Claims Team Lead Plainfield

Confidential, Indiana

Responsibilities:

• Successfully managed startup operation by employing strong leadership skills & performing duties & special requests as assigned by management and Confidential partners with determination of operating & quality standards
• Ensured operating & quality standards were met based on service objectives within a large scale secure call center and fulfillment operation while serving as a resource to 300+ staff and leading a team of 20+ specialized process experts who performed product sales, data entry, customer communication, correspondence text creation and modification
• Communicated and delegated processes in accordance with policy and best practices while maintaining a productive and progressive environment that underwent continuous and copious secure document management audit inspections
• Authorized & mediated the processing of product(s) returns and exchanges while identifying and referring sales-cues, leading to add-on business and progressive customer/client relationship management with clear customer retention
• Assessed and reinforcing deadlines while succeeding beyond contractual service level agreements and utilizing system functions to perform data research and validation within a multitude of complex and fast paced scenarios