Six Sigma green-belt certified process expert whose projects have led to cost savings and process efficiencies across the organization. Strategic communicator with expertise in building immediate rapport, cultivating new and maintaining existing client relationships.

EXPERTISE

Process and Project Management

Six Sigma and Total Quality Management

Customer Relations

Operations Strategic Planning

MS Office 365

Project Scoping

Large Team Management

Communications

Cost Estimation

Vendor Management

Collaborative Problem Solving

Client Relations

PROFESSIONAL EXPERIENCE

Conduent, Hamilton, NJ

Supervisor – Customer Experience, NJ FamilyCare February 2020-Present

Responsible for day-to-day functional supervision of 15 non-exempt agents, including work assignments and attendance monitoring. Provide input into selecting, training, developing, and completing performance appraisals of agents in accordance with the organization’s policies and applicable legal requirements.

Manage recruiting, screening resumes, scheduling interviews, hiring and I9 verification.

Resolve escalated customer issues.

Hold team meetings on a regular basis with agents.

Communicate all process and client changes to agents within specified timelines.

Conduct cross department calibration meetings to identify areas for potential performance and process improvement and project management enhancements.

Took the lead on the project to download and install Avaya one-X Communicator on 140+ agent’s computers who are currently working from home.

Leading the transition from Avaya to NICEX phone system.

Became an administrator for Verint, the system which records all outbound and inbound phone calls.

Educational Testing Service, Ewing, NJ

Operations Manager December 2013-September 2019

Successfully managed the scoring of Constructed Responses (essays and audio) for over 2.5M Test Takers across five of the largest ETS Brands testing programs.

Led end-to-end processes for: Recruiting and hiring of new Raters as needed. Scheduled the Raters to score based on test taker volumes. Processed daily Rater payroll records in PeopleSoft.

Ran ad hoc reports using the Business Intelligence (BI) Analytics dashboard to monitor Rater scoring performance. This tool pulled data from multiple sources.

Managed, coached, and mentored a staff of 12. Held bi-weekly One-on-One meetings with my direct reports for status updates and to provide them with a chance to discuss their career goals.

Wrote annual Performance Evaluations for my direct reports, noting areas where they excel or areas that may need improvement.

Managed an executive level three-phase Rater Pay Reduction Project, working with HR to recruit, train, and onboard 1,200 new Raters, which resulted in a cost saving of $3M for the organization.

Created generic scoring and score reporting process maps across all ETS testing programs

Worked with stakeholders across the company to establish best practices for process controls for all testing programs to ensure score timeliness, completeness, and accuracy.

Drove continuous improvement in scoring and score reporting processes by creating SharePoint lists and forms for end users to easily update and submit monthly metrics.

Monitored and managed the Rater Call Center by assigning the program queues to up to 35 Process Coordinators and Agency Staff using the Five9 phone system. Provided weekly and bi-weekly status reports to management.

Sr. Process Administrator August 2006-December 2013

Oversaw end-to end processes for multiple K12 and Higher Education programs, such as recruitment of new raters, scheduling of raters and scoring 100% on-time to meet established scoring SLAs.

Created and updated project plans for each program.

Monitored permanent and temporary staff workloads and reassigned as needed based on program needs and demands.

Scheduled and led status meeting for each program with Assessment Development, Program Offices, Stat Analysis and Operations to exchange pertinent information and maintain open lines of communication.

Participated as a Subject Matter Expert (SME) in both the planning and development of the Rater Management (RM) scheduling system and the Online Network for Evaluation (ONE) scoring system, to ensure that the requirements met the departments daily operational needs.

Wrote reference manuals and led training for corporate and external users using Skype or WebEx.

EDUCATION/CERTIFICATIONS

Rutgers University, Center for Management Development

Mini-MBA, Business Essentials Program

Montgomery High School

Six Sigma Green Belt

On-The-Job Training (OJT) Facilitator

Certified I9 Verifier

AWARDS

2010 Presidential Team Award for successful launch of TOEFL Primary and TOEFL Junior

2013 Presidential Team Award for TOEIC Rater Recruitment project

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