Throughout my life, I’ve approached every challenge with enthusiasm, creativity, and the drive to do the right thing in any situation . My drive to learn and be an expert in all my roles have paved the way to countless opportunities, unique experiences and exceptional relationships both personally and professionally. If you’re interested in learning more about me, keep reading or get in touch.
What I Bring to the Table
Tricks of the Trade
Above and Beyond
I truly believe that people contributing to a team and developing in their roles is the single most rewarding part of my career throughout the years. I have managed many levels of teams in my time and understand that ones success is driven by individuals growing. Coaching and development are very important to the drive and creativity of any team.
A Real Success
Early on in my career I had the privilege of being on a team that developed a performance management application from the ground up. We worked with the business and technology teams to create an app that improved agent performance and save $3M in the first year based on improving agents call times and reducing turnover.
Roles & Responsibilities
August 2020 - Current
Implemented and managed through best practices the creation of a call center to achieve the goals set by the UAMS College of Public Health for understanding the impacts of COV19 pandemic to the State of Arkansas. Rendered expertise by developing an effective communication network between multiple UAMS Leadership Team’s that aided in discussing matters related to policies, programs, and procedures for collecting data and reporting on it. Played a key role in selection and onboarding, training and WFM to ensure all seats were actively being used to achieve goals
December 2017 - January 2020
VP of Operations, ABC Financial
Delivered executive leadership, direction, and support to ensure effective management of an operations center with 400+ people performing customer care, technology support, application support and payment processing activities.
April 2017 - Dec 2017
Sr. Manager Lean Management Systems, Discover Financial Services
Conducted training sessions for senior management and new change agents to develop better understanding related to lean management principles and management system flow. Initiated a culture of continuous improvement in the organization that aligned goals to drive constancy of purpose by focusing on process and respect for every individual.
September 2014 - April 2017
Sr. Manager Systems (Voice), Discover Financial
Headed a team accountable for improving voice technology to fulfill current and future needs of all operation sites, including 2,300 agents and team leads. Oversaw and handled projects related to dialing and voice channels by scrutinizing business requirements using specified technologies. Acted as a key member of the team purchasing multiple dialing systems and compliance tools to guarantee responsiveness to the priorities of the business. Coordinated with multiple teams to define priority of dialer projects, ensuring implementation across the enterprise.
April 2010 - Aug 2014
Sr. Manager Systems (Performance Management and Incentives) , Discover Financial Services
Devised a comprehensive strategy focusing on effective and lucrative incentive plans and performance management tools for three operations sites and leadership teams. Leveraged broad scope of industry knowledge while developing and organizing inter-connected initiatives deciding on suitable objectives. Planned and arranged training for a large cross-functional team to improve performance and productivity. Conducted detailed analysis to evaluate competing priorities and translated into goals that supported the business.
April 2006 - Mar 2010
Manager/Project Manager, Discover Financial
Progressed through a series of positions with increasing responsibilities and swiftly rendered lead roles. Including project management and managing application teams.
September 2004 - April 2009
Focused on Systems Information Engineering. Data Management and application development.
MS Western International University
August 2000 - September 2003
Bachelors degree in computer science/information technology.
BS University of Phoenix
"If you want something you've never had, you must be willing to do something you've never done"