At Foundation for California Community Colleges, I directed operational performance across contact center programs and coordinated cross-functional initiatives. I redesigned attendance management processes, increasing attendance performance from approximately 63% to more than 94% through automation and workflow improvements.
As Call Center Supervisor, I led daily operations, performance coaching, quality improvement, and workforce development for customer support teams. I also collaborated with leadership to improve workflows and customer service outcomes.
At Golden 1 Credit Union, I resolved complex member account issues, technical support requests, and account servicing while maintaining security and regulatory compliance. I also supported members with account access, troubleshooting, and financial service requests.
At Chime Solutions, I transformed one of the lowest-performing retirement services teams into the company's highest-performing team within six weeks through process redesign, coaching, and operational improvement. I led and developed a team responsible for approximately $1.5 million in annual transaction volumes while maintaining regulatory compliance.
