Experience

• 

  Stern's department store

  Oct 1989 - Jun 1994

  Retail sales associate

  Greeted and assisted customers, rang up sales efficiently and accurately. Organized and maintained sales floor for safety and cleanliness.

• 

  Telephone counseling center, tiaa-cref

  Jun 1994 - Apr 1997

  Individual counselor

  Aided and counseled clients with inquiries regarding 403(b) and 401(a) variable annuity pensionplans, including investment options and flexibilities, current legal, tax, and financial planningissues. Emphasized customer service and problem resolution at the first level of client-corporate interaction using an ACD (Automated Call Distribution) system.

• 

  New york life

  May 1997 - Nov 2003

  Quality control associate

  Developed, revised, and recommended changes to policies, procedures, and practices to assure efficient workflows and maximum resource utilization based on observations, discussionwith departments, review of reports, forms, manuals, and other documentation. Acted as technical expert in the areas of procedures, compliance, and processing Variable UniversalLife and Variable Annuity products. Promoted to supervisor, Quality Assurance Team in March 1999. Supervised five employees in carrying out daily QA reviews, long-range planning, and intra-departmental projects. Show less

• 

  New york life

  Jul 2009 - Jun 2011

  Senior business projects specialist

  Acted as business expert in identifying, evaluating, and creating business and technical specifications for three administrative systems affecting 400+ users. Successfully managedtransition to web-based Automated Workflow System (AWF). In addition to writing the business specs, created and conducted user training; liaised with programmers, testers,business users, and managers to ensure build and rollout went smoothly, on time, and on budget.

• 

  New york life insurance company

  Jul 2011 - Nov 2012

  Director - compliance

  Oversaw the third-party sales suitability program, monitoring for and investigating red flags which arose during quarterly review. Performed Office of Supervisory Jurisdiction (OSJ) audits;ensured compliance with FINRA and NASD regulations. Monitored Gifts, Meals, and Entertainment expenses, following up with field management if adverse trends found. ObtainedFINRA Series 26 license.

• 

  Ymca retirement fund

  Oct 2013 - now

  • Collaborate with operations leaders to identify and implement solutions to improve the quality and consistency of CS interactions (Five9, OnBase, GetFeedback, etc).• Mine and analyze IVA usage data for behavioral trends and patterns to identify quality improvement opportunities on CS interactions across all channels (phone calls, chats, etc)• Design data collection requirements and perform deep dive insights through targeted interaction level analysis to identify root cause drivers of servicing friction with recommended actions to improve those pain points• Orchestrates the gathering and analysis of KPIs and other data needed to provide insights into the voice of the customer, operations and call center servicing, quality scores, and other data points considered instrumental to the success of the organization• Oversight of team member(s) handling reviewing of queue calls and processing work to ensure accuracy and compliance with policies and procedures. Accurately track QA scores and work closely with Operations team supervisors and management to troubleshoot issues. • Review random sampling of processing work to ensure accuracy and compliance with policies and procedures. Accurately track QA scores and work closely with supervisors and management to troubleshoot issues. • Support the development of staff and their growth in the organization by setting performance objectives. Monitor and assess ongoing performance providing regular coaching. • Subject Matter Expert pivotal in Customer Service projects which includes analyzing technology solutions and playing a key role in implementation. • Stays abreast of quality assurance best practices and work to implement progressive change to support and enhance the CRM strategy. • Additional intradepartmental/cross-functional team participation as assigned. • Collaborate with customer service management to analyze and audit Salesforce customer service queues ensuring cases are being properly managed. Show less • Drove the professional development of customer service representatives through comprehensive coaching and mentoring initiatives, including both scheduled and unscheduled feedback sessions. Facilitated call calibration sessions to ensure the highest standards were understood and upheld.• Distinguished as a Salesforce super-user, proficient in producing reports and dashboards for all organizational levels and needs; coordinated successful implementation, training, and ongoing enhancements for a user base of 100. Show less

  • Quality Assurance Manager

    Mar 2019 - now

  • Quality Assurance Specialist

    Oct 2013 - Mar 2019