Skills
Microsoft Office Suite • Docket • Workday • Zendesk • When I Work • Twilio • Pulse Secure • Adp • Microsoft
Authenticator • Citrix • VDI (Virtual Desktop Infrastructure) • Knowledge Base • CRM • SailPoint • Sandbox • Nice
• Communication • Quickbooks • NICE CXone • Google Workspace • Data Entry • Reporting
About
Manager with over 27 years of experience in team leadership and business development, known for fostering collaboration and driving significant service improvements. Skilled in performance management, quality assurance, and client relations, leveraging tools like NICE, Twilio and Zendesk to enhance operational efficiency. Passionate about mentoring and cultivating a positive work environment, aiming to further innovate and streamline processes for continued success.
KEY ACHIEVEMENTS
• Led a remote team of 68 agents at Navient/Xtend Healthcare, increase in performance metrics and significantly improving compliance with quality standards.
• Reduced repeat client contacts by 50% through targeted workflow analysis and process optimization, resulting in faster issue resolution and higher customer satisfaction.
• Achieved full enrollment with waitlist at Mayberry Early Learning Center by implementing strategic operational improvements and community engagement initiatives.
• Streamlined payroll and timecard approval processes in Workday for over 60 employees, ensuring 100% accuracy and compliance with state regulations.
• Increased agency sales to $750K+ annually as a Travel Consultant by delivering personalized itineraries, strategic marketing, and excellent client service.
• Managed complex financial operations for multiple small business clients as an independent bookkeeper, consistently maintaining 100% accuracy in QuickBooks and ensuring audit readiness with zero discrepancies.
• Supported successful American Correctional Association (ACA) audits at Roanoke County Sheriff’s Office by coordinating documentation and ensuring compliance with accreditation standards.
• Led cross-functional collaboration initiatives to streamline operations and optimize resource allocation, resulting in improved project delivery timelines and operational efficiency.
• Mentored and developed team members across multiple roles, fostering a culture of accountability, continuous improvement, and professional growth.
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