I've led quality assurance across specialty pharmaceutical customer support programs at ConnectiveRx, managing 26 direct reports and building calibration scorecards, KPI reporting, and coaching practices tied to customer satisfaction.
I expanded audits from voice to chat, used Zendesk for ticket-based support operations, and led quarterly business reviews for approximately eight pharma clients. I also presented staffing, performance, and quality strategies to executive and client stakeholders.
At PNC Financial Services, I reviewed testing evidence and implementation documentation for an $800M+ transformation initiative and used process-improvement tools including SIPOCs, FMEAs, and swim lane maps to identify quality gaps. As the owner of River Forge Martial Arts, I manage operations, P&L, CRM migration, and AI-assisted assessment scoring.
