• 14 years of call center customer service
• 10+ years of leadership experience coaching and mentoring various teams (on site and virtually).
• Lead and provide delivery for various bodies of work consisting of Continuous Process Improvement (CPI) to streamline and efficiently assist members along with teammates.
• A self-starter, able to work independently and with teams on site and virtually to accomplish team and department goals.
• Working knowledge using Salesforce, SharePoint, Banner INB, Microsoft CRM, Avaya, Cisco, Google and Microsoft Suite.
• People managing individuals for exceeding their individual and departmental service level, member experience and growth goals.
• Professionally developing high performing associates to deliver exceptional bodies of

Experienced Front-End Developer and Jira Systems Administrator with over 7 years of expertise in designing,
developing, and optimizing web applications. Proven ability to work in Agile environments and collaborate effectively
with cross-functional teams to deliver high-quality software. Skilled in troubleshooting, enhancing UI/UX design, and
driving data insights through Power BI. Adept at using a wide range of technologies, including Angular, JavaScript,
HTML5, CSS3, and Power BI. Strong leadership abilities, with a history of mentoring junior developers and managing
development priorities. Expertise in Jira administration and Agile sprint planning, ensuring efficient workflow and
project tracking.