Area Manager at Amazon (2024-07 – 2025-12)
- Directed an 82-associate operation, maintaining performance, quality, attendance, and productivity standards across all shifts.
- Evaluated labor utilization, throughput, cycle time, error rates, and attendance data to implement corrective actions, and stabilize operational performance.
- Delivered monthly safety training covering material handling, equipment use, and injury prevention, ensuring compliance, and audit readiness.
- Performed operational audits and inspections, resolving safety incidents, quality issues, and equipment failures with minimal disruption.
- Prepared performance reports and escalations for senior leadership and intervened directly in high-priority operational issues to maintain workflow continuity.
Workforce Management Logistics Analyst at Morgan Stanley (2022-10 – 2024-01)
- Assessed workforce data using IEX, Genesys, and internal dashboards to forecast call volume, staffing needs, and performance trends across monthly and annual cycles.
- Generated and reviewed reports on absenteeism, schedule adherence, shrinkage, AHT, and service levels, identifying trends, and recommending corrective actions.
- Administered schedule changes, skilling updates, and employee data for new hires and offboarding, ensuring accuracy and SLA compliance.
- Oversaw real-time call queues, adherence, and service levels, adjusting resources in response to volume fluctuations and business priorities.
- Contributed to consultative and remediation initiatives, collaborating with operations and senior analysts to align workforce planning with business objectives.
Call Center Leader at Medtronic (2018-02 – 2021-03)
- Oversaw daily operations for a high-volume call center, reviewing performance metrics and workforce data to drive service levels and productivity improvements.
- Executed onboarding and training initiatives for customer care staff, ensuring adherence to corporate, financial, and regulatory standards, including Sarbanes-Oxley.
- Coordinated with Workforce Management to develop staffing and coverage plans across shifts and channels, optimizing resource deployment.
- Facilitated individual and team performance reviews, set objectives, and reinforced a culture of continuous improvement.
- Improved phone service levels by 33%, email service levels by 13%, reduced overtime by 95%, and achieved 100% of departmental corporate goals.
Corporate Call Center Manager at Automated Health Solutions (2016-05 – 2018-01)
- Directed daily operations for a high-volume call center, safeguarding confidentiality, cultural sensitivity, and service quality across all customer interactions.
- Established a strategic operating framework and action plans that improved productivity while sustaining client satisfaction.
- Partnered with Training, Quality, and Human Resources to strengthen onboarding, performance management, and retention efforts.
- Evaluated staff performance through audits and reviews, recognizing strengths, and addressing performance gaps with targeted guidance.
- Managed the Genesys reporting suite and produced operational documentation for senior leadership review.
- Engaged regularly with Contact Center Supervisors to align operational priorities and execution.
Employee Relations Case Manager at Citizens Bank (2015-03 – 2016-01)
- Managed a portfolio of complex employee relations investigations, reviewing evidence, documenting findings, and delivering recommendations aligned with policy and employment law.
- Advised managers and HR business partners on sensitive employee matters, disciplinary actions, and risk mitigation strategies.
- Drafted investigative reports and formal responses supporting consistent, defensible decision-making.
- Maintained accurate case documentation and evidence within the case management system to ensure compliance and audit readiness.
- Closed 95% of cases within established service-level expectations while exercising equitable and sound judgment.
Senior Call Center Manager at Provant Health Solutions (2014-03 – 2015-03)
- Directed daily operations for a 20-person call center, handling approximately 240K calls annually, ensuring service quality and operational stability.
- Collaborated with the Director of Call Center Technology to align system performance with service level, and client satisfaction goals.
- Oversaw Cisco reporting, tracking call volume, and performance metrics to evaluate trends and guide operational decisions.
- Coached, mentored, and developed call center staff, reinforcing accountability and performance expectations.
- Introduced process enhancements that improved call flow and increased phone service levels by 20%.
Manager, Automotive Services Center and Training Coordinator at AAA Southern New England (1998-08 – 2014-03)
- Oversaw operations for a 300-employee organization, supporting roadside services and managing more than 2 million calls annually.
- Designed staffing models and workflow plans to ensure service coverage, response time targets, and operational continuity.
- Delivered enterprise-wide training programs for Customer Service Representatives, Dispatchers, and leaders, including onboarding and situational leadership development.
- Evaluated and implemented technology enhancements in partnership with support teams to improve productivity and service delivery.
- Contributed to budget planning, resource allocation, and cost oversight initiatives.
- Increased customer satisfaction by 11% and sustained a 97% ASA achievement rate throughout my tenure.
