More than 20 years building systems, leaders, and measurable performance.

Senior Manager, Learning and Development and Quality Assurance

Role concluded following the company wind down and broader reduction in force.

• Designed and implemented KPI definitions, shared reporting, prioritization routines, operating reviews, escalation visibility, and leader accountability that reduced past due work by approximately 58% within 30 days.
• Built quality assurance and learning infrastructure from zero across United States operations and an international BPO partner.
• Raised average quality performance 48.8 percentage points, from 43% to 91.8%, through clearer standards, stronger evaluation consistency, and leader accountability.
• Established an AI supported quality model that combined human reviews with approved AI signals while preserving human authority over final scores and appeals.
• Led onboarding, training, performance measures, and management readiness for a nearshore Mexico launch while supporting Caribbean service delivery.

Manager II, Learning and Development, Quality and Operations

• Transformed specialty pharmacy support operations through streamlined workflows, updated SOPs, and real time performance tracking, increasing efficiency by 30% and reducing client resolution time by 15%.
• Automated key support processes and introduced self service learning, reducing escalations by 25% and shortening onboarding time by 40%.
• Designed and launched the Quality Assurance program, aligning quality, compliance, operations, and learning around shared standards and audit readiness.
• Built tiered leadership readiness and individualized development paths that increased internal promotions by 35%, increased supervisor readiness by 40%, and reduced time to promotion by 30%.
• Connected post training analysis with role specific learning improvements, contributing more than $500,000 in annual efficiency savings.
• Delivered leadership workshops in emotional intelligence, adaptive communication, and conflict resolution to more than 200 staff and managers.

Senior Operations Manager, Clinical Operations | Previously Customer Interaction Manager

• Led an 80 person clinical operation through 15 leaders.
• Represented operations in approximately 15 monthly payer reviews with directors and vice presidents, translating results into clear commitments and operational action.
• Modernized a reactive, compliance focused call center into a proactive service operation, improving call quality, response time, and SLA adherence by 20% across multiple service lines.
• Introduced Tableau based performance intelligence that increased frontline productivity by 18% and client satisfaction by 25%.
• Redesigned workforce planning and scheduling to improve peak coverage while reducing labor costs by 10%.
• Implemented automation that reduced average handling time and manual workload by 35%, preserving agent capacity for higher value interactions.
• Built a leadership pipeline for team leads and supervisors that reduced reliance on external management hires by more than 40%.

Contact Center Manager

• Built durable operating rhythms for a complex public service environment.
• Developed leaders and teams around clear service expectations and measurable performance.
• Partnered across functions to improve stakeholder service and operational consistency.