Experience

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  Wells fargo

  Oct 2002 - Dec 2014

  Customer service supervisor

  · Oversaw the transition of legacy Wachovia members to the Wells Fargo model, ensuring adherence to performance standards and driving productivity metrics.· Developed over 100 team members, providing guidance on HR operations, including hiring, payroll processing, and performance evaluations.· Managed daily operations of online customer service teams, optimizing performance and enhancing customer experience through effective leadership and coaching.· Facilitated change management initiatives, guiding sales teams through transitions and ensuring alignment with corporate culture and values.Cross-Functional Collaboration:• Collaborated with business banking partners, workforce management teams, and learning and development departments to drive operational excellence and enhance customer satisfaction. • Led communication efforts to ensure alignment of sales teams with corporate vision and values during periods of change.People Leadership:• Managed a diverse team of direct and indirect reports, fostering a culture of accountability, growth, and teamwork.• Implemented recruitment and onboarding strategies to attract top talent and build high-performing teams. Show less

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  Advocare

  Mar 2014 - May 2024

  Independent distributor

  Health and Wellness Company, with over 22 years of experience. We focus on weight loss, energy, sports performance and overall health and wellness.

• 

  Coca-cola consolidated

  Dec 2014 - May 2024

  Dedicated Business Operations expert with a passion for optimizing processes, reducing costs and enhancing productivity. Proven track record in developing and implementing strategies to streamline operations, increase efficiency and improve overall business performance. Adept at leading cross-functional teams.· Led workforce management initiatives alongside executive leadership, leveraging telephony and CRM platforms to optimize resource allocation and efficiencies.· Managed TCOS business operations, including workforce management, facilities, and administrative support, driving projects to enhance contact center operations.· Acted as the Product Owner and Business Process Leader (BPL) for TCOS CRM and telephony solutions, overseeing system implementations and prioritizing technical needs.· Cultivated strategic partnerships with internal stakeholders and external business partners to ensure alignment of operational priorities and technical requirements.· Spearheaded facilities management efforts, maintaining vendor relationships, ensuring building safety, and implementing best practices.Cross-Functional Collaboration:• Collaborated with IT, field sales, and business intelligence teams to implement technical solutions and drive operational excellence.• Served as a liaison between operational teams and IT telephony teams, facilitating smooth communication and alignment of technical priorities.People Leadership:• Managed a team of direct and indirect reports, fostering a culture of empowerment, development, and accountability.• Implemented recruitment, onboarding, and retention strategies to attract and retain top talent in a competitive market. Show less

  • Sr. Manager - Business Operations

    Dec 2020 - May 2024

  • Business Operations Manager

    Dec 2019 - Dec 2020

  • Shared Services Manager

    Jul 2017 - Dec 2019

  • Customer Care Manager

    Dec 2014 - Jul 2017
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  Alex lee, inc.

  May 2024 - now

  Program manager

  Responsible for driving the successful implementation of strategic initiatives prioritized by the senior executive team. Oversees and manages complex projects and programs from inception through completion. Coordinates across multiple teams, ensuring that all projects align with the company's strategic objectives, and delivering high-quality outcomes on time and within budget.