Accomplished strategic leader who consistently influences successful outcomes, builds strong cross-functional partnerships, and crafts viable long-range plans. Passionate people leader who cares about helping others leverage their strengths to achieve business goals.
Skills
Contact Center
Communications Strategy
Change Management
Process Improvement
Strategic Planning
Field Operations
Sales & Marketing
Product Management
Education
University of IllinoisSpringfield, ILExpected in – –Master of Arts:Arts Management - GPA:
Clarion University of PennsylvaniaClarion, PAExpected in – –Bachelor of Arts:Political Science - GPA:
Work History
Guild Holdings Company - Manager, Enterprise Business Solutions Tampa, FL, 05/2019 - Current
Responsible for building, leading, and developing a new contact center and clinical desktop application technology team.
Design and deliver technical solutions aligned to key business units: clinical operations, contact center, customer experience, provider relations, marketing and inside sales teams.
Developed and executed a strategy to successfully deliver a multi-faceted telephony improvements project which included upgrading all telephony infrastructure and applications within a tight time frame.
Created and maintain a multi-year product roadmap to deliver technical solutions to increase IVR containment, empower agents and automate processes.
Reduced operational cost by delivering solutions which reduced live-agent call volume by 52%, introduced a screen pop with a 42.6% take rate, and increased IVR automation containment by 15.3% (goal was 6.8%.)
Lead executive sponsor and governance team meetings comprised of C-level executives, VPs, and directors to review and align on short- and long-range deliverables.
Negotiate with vendors to secure discount pricing on professional services and halt overage spend.
Leidos - District Manager Carbondale, IL, 05/2017 - 05/2019
Led a team of 300+ seasonal associates across 15 cities comprised of 27 retail tax offices (average district size is 17 offices.)
Selected for a special job rotation to oversee what was once two separate districts in western and central Missouri.
Developed and implemented a business sales strategy to grow revenue from $8MM to $9MM.
Within first 6 months, achieved an 18.5% increase in sales revenue from prior year. In year 2, delivered a 16.3% increase in sales.
Recruited, onboarded, and trained associate talent by encouraging existing associates to refer job seekers in understaffed areas (grew staff from 250+ to 300+ within first year.)
Created a positive workplace culture through regular recognition, soliciting associate feedback and enacting change to improve the district team.
H&R Block - Product Owner City, STATE, 12/2012 - 05/2017
Promoted to a corporate position leveraging my field experience, project management skills and cross- departmental relationships to influence multiple national pilots and program launches.
Led program management office function for BlockWorks professional tax preparation software national launch.
Optimized and led go-to market efforts resulting in an 85% adoption rate (goal 55%.)
Created Quality Performance Review process dramatically lowering the number of user entry errors through qualitative and quantitative analysis of software usage.
Translated key learnings into a 3- year product roadmap to implement a software feature called Quality Plus Review (QPR) to prevent errors and reduce claims costs.
Produced product metric dashboard to guide strategic decisions through all phases of national deployment.
Prepared weekly program status presentations for C-level executives.
Conducted monthly cross-functional stakeholder reviews with senior executives.
Equipped our on-site contact center with a multi-year plan to improve and standardize the use of KANA software at onshore and offshore facilities.
Implemented a regular cadence to review backlog items, solicit stakeholder feedback, and gain sponsor approval resulting in improved departmental alignment.
H&R Block - Operations and IT Manager City, STATE, 09/2010 - 12/2012
Led operations and IT team of 27 full-time associates in supporting 511 retail locations across 7 states in the East, Midwest and Western United States.
Delivered effective office operations within schedule and budget of $17MM.
Achieved client engagement facility score of 90% (versus 80% company average.)
Designed an improved onboarding program for new operations and IT associates.
Contributed to the development of Enterprise Office Readiness Workflow tool by sharing best practices of how high-performing operations associates plan and implement tasks.
Developed 5 associates for promotion – 3 became district managers and 2 accepted corporate positions.
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