Jan 2021 – Jan 2022 · 1 yr · Rochester, New York and Syracuse, New York

Mar 2018 – Feb 2020 · 1 yr 11 mos · Syracuse, New York Area

• Responsible for the day to day operations of the department, statistical reporting, establishing and maintaining departmental policies and processes and management of the departments’ administrative functions. The Director of Enrollment & Member Services is responsible for developing staff through coaching, mentoring, and training to ensure that the related customer care expectations, corporate goals and performance standards and federal and state mandate objectives are achieved.

Jul 2016 – Mar 2018 · 1 yr 8 mos · Liverpool, New York

Mar 2014 – Dec 2015 · 1 yr 9 mos · Syracuse, New York Area

• Responsibilities include capacity management for CMB products (FiOS, HSI, Core, Voicelink)
• Clock Management for booking of work to scheduled force, analysis to determine maximum efficiencies, budget and customer service are key priorities
• Direct interaction with Finance, Sales, Marketing, Network Planning, Field Operations, and ROS
• Dispatch, FSC, EVRC and other support organizations.
• Responsible for supervision of a team and/or for specific projects or definable portions of larger projects or processes; creates practices that aid in the successful completion of projects within a product or functional area
• Responsible for supervising a team of employees including planning work and dividing it among employees; training, coaching & counseling employees, directing the work of employees; managing the performance of the employees including setting objectives, assessing performance, placing employees on performance improvement plans, and recommending disciplinary action.
• Partnering to recommend hiring and pay increases when workforce is non-bargained
• Provides resolutions to a diverse range of complex problems. Analysis of data with the evaluation of identifiable factors.

Nov 2012 – Feb 2014 · 1 yr 3 mos

• ●Contract management, order placement, strategic sales partnership
• ●Manage, coach and develop cross functional Federal and State Government account services team
• ●Collaborate with area sales teams for sensitive customer account handling and contract management
• ●Serve as the point of contact for external customer and sales team on contractual matters, service agreements, and product distributions
• ●As needed provide guidance on contract matters to business partners including training new support staff
• ●Develop and implement procedures for contract management and administration in compliance with company policy and contractual obligations
• ●Evaluate and realign work flow solutions to meet internal and external customer needs
• ●Daily, weekly and month trending analysis and management of departmental strategic objectives
• ●Partner with virtual team for optimal contract management, customer support, and satisfaction
• ●Monitor compliance by company employees by established procedures, handle on-going issues and change management for Federal contract and State and Local Government contract
• ●Work with finance and sales partners to ensure adherence to broader finance and risk requirements (pricing, discounting, policies, et.)

May 2012 – Nov 2012 · 6 mos

• Strategically plan and ramp up new technical support department
• Assist with recruiting and hiring for department
• Simplify and streamline processes for new employees
• Plan and execute on daily business management tasks to meet service level targets

Jan 2012 – May 2012 · 4 mos

• Virtual management of two Federal service centers
• Strategic consulting, including business plan & operations strategy development to drive results
• Generated new training development that focused on Federal specialty products/service
• Recruiting and Hiring

Aug 2009 – Dec 2011 · 2 yrs 4 mos

Mar 2008 – Aug 2009 · 1 yr 5 mos

May 2006 – Mar 2008 · 1 yr 10 mos