Strategic leader with the ability to improve the client experience with relationships, education, and communication. I am a seasoned performer, leader and strategist. I'm ideal in business communications, operational management, implementation, process improvement, customer satisfaction, Quality Assurance and technology. Now, as a Quality Manager/Specialist for a large corporate company, I provide high quality support and problem resolution in a team environment to external customers as well as Customer Support staff. I provide services that meet or exceed customer expectations in order to enhance the customer relationship and protect or increase revenue. Functioned as the first step in the escalation resolution process for customer problems, by providing immediate assistance to the staff as they interact with customers. Worked daily with sales, marketing and product development teams. Each year, my performance has been notified by receiving multiple performance/leadership rewards within my department and becoming ranked top within our team. Awards & Recognitions: 2017 - Quality Board Award Specialties: Leadership, Performance Management, Quality Metrics, Customer advocacy, Business intelligence, Training, Legal Technology Solutions, Technical Consulting Proficiencies: • Coaching/Mentoring • Training Development • Team Management • Metrics Support • Customer Retention • Data Analytics • HR recruiting • Quality Assurance