An optimistic, energetic and results focused leader with 15+ years of experience building strategic relationships and conquering revenue goals in rapidly evolving markets including 9+ years managing high profile Commercial Card Large Market Corporate clients for a Fortune 500 company. Engaging leadership style bolstered by a dynamic mindset and talent for risk management techniques, brand development, digital services, and team leadership. Conceptualize, develop, and deliver creative service strategies that support future-growth objectives and the core mission of high-volume call center environments across multiple industries, excellent time management, multi-tasking, planning, and prioritization skills. Certified in Agile methodology.
Highlighted Skills & Key Profile Offerings:
► Consult cross-functional, peak-performing teams to champion business development initiatives and delegate tasks that control costs and inspire customized solutions to promotional challenges.
► Respected as a strong people leader excelling at building, developing, and mentoring teams in providing high-quality, meaningful insight to senior management and other stakeholders for short- and long-term results.
► Exercise streamlined vision that connects organizations with target audiences to grow the customer base through various strategies including vendor or third-party management, operational strategy, planning, and execution.
Technical proficiencies in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), WorkDay, ServiceNow, STaRS
Managed up to $25MM budget and 75 staff members while driving the continuous improvement and efficiency of the Institutional Client Group through process improvements and innovation to support future growth. Handled a variety of internal operations including Profit & Loss, Budget Allocation and Administration, Human Resources Management, and Fiscal Responsibility. Remained current in best practices and emerging market trends that enabled the organization to remain ahead of the competition regarding client servicing and technical support. Reviewed client development and implementation plans on a regular basis as part of an oversight role. Functioned as a Key Stakeholder and approver of emerging technology design and deployment.
Defined the functions of the digital eService client support platform with the goal of setting the expectations of the service team. Delivered strong people leadership to offshore and domestic 600 member customer support team, including hiring, training and developing top talent across five geographically diverse locations Florence, Kentucky; Jacksonville, Florida; Gurgaon, India; Manila, Philippines; and Baguio, Philippines. Managed the workflow in a “Follow the Sun” model. Drove metrics, tracked issue resolutions, implemented process enhancements and held the teams accountable to Key Performance Indicators (KPI's). Directed team members toward better defined process improvements, methodology and support initiatives based on experience, knowledge and technical skills regarding customer support. Provided monthly measurable data combined with KPI results to drive continual process improvement.
Spearheaded a digital eService Call Center including 600+ employees tasked with supporting 75+ websites and addressing approximately 4.4MM inbound calls annually along with servicing customers via alternative channels such as social media and secured messaging. Lowered overall call volume by nearly 1MM inbound calls annually, a 23% reduction.
Direct oversight and responsibility for 5 lines of Business - Customer Service, Quality and Training, Fraud Early Warning, Fraud Analytics, and Collections. Served as brand ambassador toward high-profile large market corporate clients as well as governmental agencies.
Pursued an Associate Degree - Business Management, Florida State College, Jacksonville, FL
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