Operational Leadership Overview Since 1995, I have been a leader of medium-to-large sized teams up to 100 FTE across multiple sites. I have led call center operations personnel, and also non-phone based associates dedicated to Process Improvement, Desk-side Escalations, Fraud Investigators, Collectors, and Skip Tracers. I am a subject matter expert in KPI such as associate engagement, Net Promoter Score and CSAT scores, QA planning and implementation, and regulatory compliance. I have been a defender of the culture and a mentor on behalf of multiple successful teams. Project Leadership Overview I have led medium-scale and high-priority technology initiatives, aided by my PMP, Six Sigma Black Belt, and Scrum Master certifications. Managed budgets of up to $2M and cross-functional teams of up to 13 developers, programmers, analysts, and network specialists. Drove the high-quality completion of systems engineering, software/database development and enterprise-wide implementation projects for Telecommunication, Auto Finance, Credit Card. Skills Summary Call Center Leadership Associate Engagement and Development, Strategic Planning, Escalations, Exception Reporting, Surprise and Delight, Associate Feedback Loop, Metrics Reporting and Analysis (AHT, TAT, NPS, CSAT), QA, Regulatory Adherence, Business Intent Planning. Value-Added Leadership Cross-Functional Management, Cross-site and virtual Supervision, Team Building/Mentoring, Supplier and Vendor Relations, Strategic Business Planning, Legal Analysis and Writing, Regulatory Compliance, Privacy Compliance, Training (Credit Reporting, Finance, and Fraud Detection/Investigation). Project Management and SDLC Six Sigma Black Belt, Project Management Professional PMP, Certified Scrum Master CSM, Certified Product Owner CSPO, Custom Software Development, Database Design and Management, Systems Migration/Integration, Enterprise-wide Implementation, Monitors/Control, Procurements, Requirements and Stakeholder Analysis, ROI Analysis, Cost and Budgeting, Project Scheduling, Testing/QA/UAT, Kanban, Scrum-Agile, Risk Management. Systems and Software Microsoft Office (Excel, Access, PowerPoint, Word), Tableau, Crystal Reports, Visio, SQL, MS Project, Jira, Lean Kit, CRM. Education CSM and CSPO, Scrum Alliance 2015 PMP-PMI 2011 Six Sigma Black Belt 2010 Morningside College, BA 1993 ©

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