SUMMARY

• Highly motivated, experienced leader of people with proven ability to develop and execute a growing company’s strategic priorities in a timely manner through accountability, organization, effective communication, and creating and developing winning teams.

TECHNICAL SKILLS

• International Experience
• Change Management
• Omni - channel Customer Care Delivery
• Business Analysis
• Program Management
• Site Strategy
• Virtual Workforce Strategy
• Care Center Technology
• Talent Management
• Vendor Management
• Contract Development
• Process Mapping
• Crisis Management
• Workforce Planning

PROFESSIONAL EXPERIENCE

Confidential

Project Manager III

Responsibilities:

• Implemented virtual model to expand talent pool across teh continental U.S.; create business resiliency
• Employed hub & spoke model to leverage existing sites for training of virtual agents; expand talent pools.
• Created a virtual center of excellence for teh enterprise.
• Migrated all brick and mortar employees into a virtual environment during COVID pandemic (crisis management). Ensured customer experience was not degraded and all KPIs where met.
• Responsible for evaluating performance and potential of existing sites in footprint.
• Supported key decisions on closures and introduction of new locations where talent supply and productivity objectives will be met.
• Led change management strategies to ensure human capital targets and operational excellence achieved.
• Onboarded two domestic third parties offering an additional 400 headcount; project scope included RFI/RFP, contract negotiations and executive and risk approvals.
• Onboarded offshore third party adding an additional 300 headcount; project scope included RFI/RFP, contract negotiations and executive and risk approvals. Reduced teh Care Centers budget by $7.4MM per year.
• Responsible for assessing internal contact centers and making strategic decisions on consolidation.
• Improved staffing levels, forecasting, business resiliency and average handle time
• Migrated 2500 employees to a new communication tool set including upgrades to instant messaging service, email, Telephony and SharePoint sites.
• Drove execution of process improvements that halped achieve financial savings of $1MM.
• Worked cross-functionally to mitigate all potential risks and ensure teh communication was delivered on time.
• Served as liaison in collaboration of COE partners to attract, grow, and retain talent across teh Care Center.
• Established program governance structure to ensure 39 talent projects were tracked, reported, completed by deadline.
• Produced and reported monthly Talent Pillar Program updates to senior leadership to ensure alignment and support for talent priorities.
• Reduced annualized Care Center employee attrition from 50% to 31% from 2016 - 2018.

Social Media Community Manager

Confidential

Responsibilities:

• Optimized Social Media Customer Care Team’s response times, escalation flow, and voice of teh customer results.
• Managed agency partners in teh fields of content creation, reporting, and community management.
• Built and managed PNC’s Social Advocacy and Surprise & Delight Program.
• Implemented an internal social recognition program.
• Responsible for crisis communication on PNC’s social media properties.
• Manage PNC’s social media communities with teh overall objective of building out social advocacy and creating positive sentiment on our owned social properties.
• Partnered with outside agency to create a social listening strategy to influence real-time content, identify social influencers and pulse-check online conversations.
• Responsible for teh creation and implementation of real-time improvement opportunities in teh social space.
• Helped PNC achieve title as one of Confidential ’s “most empathetic brands” by Harvard Business Review in 2016.

Social Media Team Leader

Confidential, FL

Responsibilities:

• Managed teh Social Media Servicing Team for teh U.S. Market.
• Developed a social strategy for Community Forum, Confidential, Confidential & Confidential .
• Drove a consistent social voice for teh organization across multiple social channels.
• Grew social communities by proactively engaging customer base through direct messaging, marketing campaigns, and timely and consistent replies to customer outreach and inquiries.

American Express Serve

Social Media Analyst

Confidential, FL

Responsibilities:

• Implemented servicing options across social media channels
• Collected, analyzed, and distributed social media metrics such as growth, traffic, and customer sentiment.
• Developed new policies and procedures based metric analysis.
• Established and implemented process for tracking and resolving customer complaints via social media and troubleshot customer comments to monitor for issues with business impact.
• Coordinated with out-of-state marketing and public relations departments to create a cohesive message across all customer-facing communities and forums.
• Grew teh department from 2 individuals to 6, allowing 24/7 coverage.
• Served as point of contact in crisis communications.

Operations Supervisor

Confidential, FL

Responsibilities:

• Supervised 20 FT Customer Care Professionals on teh Service Recovery Team.
• Managed 3rd party call center to ensure quality customer service.
• Created process flows to identify service delivery gaps and offered solutions to maximize first call resolution.
• Developed employees through weekly updates and real-time coaching about product and process knowledge.
• Produced weekly reports to leadership about agent statistics, agency complaints, and queue statistics.
• Partnered with teh Quality Department to implement a pilot program in which trigger words were used to drive product solutions.
• Oversaw teh full-cycle selection process of new employees.