Project Manager | Sr. Operations Manager | Implementations 

Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals. Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning. Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement. Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques. Executed Monthly Performance Plans with representatives to identify production gaps. Codified office structures and processes to promote teamwork and performance. Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies. Assessed personnel performance and implemented Incentives and team-building events to boost morale. Supervised and guided new employees on call flow and call handling and responded quickly to questions, which improved understanding of job responsibilities. Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills. Developed quality employees within call center to take over leadership positions. Determined quality assurance benchmarks and set standards for improvement. Created clear and effective policies governing all aspects of employee work and interaction with customers. Made sure sufficient call center coverage to attain service level targets, involving scheduling, resourcing, and recruitment initiatives Built a team environment that nurtures growth and the willingness to help others Responsible for the total quality member experience through teaching, coaching, and technical development of call center personnel for exceptional service delivery Trained team members on performance metrics and consumer behavior identification.

Monitored project status and vendor compliance via weekly status meetings and communication Tracked deliverables across functional teams, ensuring that critical milestones were met on time in a highly fast-paced environment Followed up on deliverables to make sure they complied with the client's policies and procedures as well as the project methodology and change control procedures Collaborated with various management teams, personnel, and project managers to understand and track project methodologies so that project principles could be incorporated into the integrated project goal Reported regularly via different communication platforms, and status review meetings to stakeholders and senior executives Streamlined management procedures by developing simple templates that speed up procedures Coached and mentored business partners and practitioners, resulting in consistent business culture practices Created innovative communication models using infographics to engage the stakeholders and executive