Asurion

Sr. Manager Risk

Operational responsibilities for strategic technical support department including hiring, instructional design, training, quality measurement and control, and process improvement.  Client level communications and partnership in waste identification at the local and company level.  Global experience in Kaizen based process improvement with Lean Six Sigma certification at the Green Belt level.

Sr. Manager Customer Care

Operational manager for approximately 250 indirect reports and 12 supervisor direct reports supporting a technical troubleshooting customer service team.  Products supported include TV, surround sound, laptop and tablet PC, satellite receivers, game systems, etc.  Maintained #1 site and team performance in CY14 for NPS, Quality, and Resolution.

Customer Care Manager

Operational contact center support, coaching, and training experience.  #1 team and program results in NPS, AHT, and Quality in 2012.  Supported several international retail clients in their US customer care and product protection.

Customer Care Supervisor

Century 21 Strayer and Associates

Self employed realtor and mortgage broker specializing in 1st time home buyer representation and REO distressed properties in Cambria and Blair counties. 
Web design and administrator
State licensed mortgage originator.

Realtor / Mortgage Broker

Supporting people while optimizing processes and workflows across multiple teams, client partners, and service functions/channels.  

Lean Six Sigma certified Black Belt + People 1st mentorship and leadership.
Always interested in learning, improving, and making new connections.

Narrowing my scope more directly to fraud prevention and risk mitigation in insurance claims.
P&C and Adjuster licensed.

Taplio

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