I've built my career at Navy Federal Credit Union, progressing from Member Service Representative to Team Coach and Contact Center Operations Supervisor II. I lead 12–15 MSRs across Account Services, Digital Services, and learning-focused operations while monitoring service levels and improving daily performance.
I lead cross-site projects that standardize documents and practices, improve processes, and create development programs for stronger service. Through personalized coaching and counseling, I've helped promote more than 12 MSRs and developed teams that consistently exceeded peer averages.
I'm experienced in chat, eMessaging, phone support, recruiting interviews, operational continuity, and stepping into Assistant Manager responsibilities. My Information Systems Technology education included network engineering and a student portal project that remains in use.
