Westward360Director - Business / Offshore Operations
Aug. 2016 - Feb. 2022Greater Chicago AreaOversaw growth of offshore operations in the Philippines , resulting in a 14-fold expansion of the workforce in under six years
Developed competitive compensation initiatives for the offshore team, yielding 84% retention rate from 2017 to 2022
Collaborated with leadership team to understand impact of staffing costs to particular departments, and determine correct need based on role definition, task volume, and existing resources (personnel and technology)
Navigated team through one merger, six acquisitions, and two market expansions (Denver & Las Vegas)
Led formation of the Administrative Services Team, created to capture tasks and assignments not strictly belonging to existing roles in the management divisions
Systematized, with Administrative Services Team, onboarding and offboarding procedures for clients in management divisions, creating efficient methods for data entry, standardized systems setup, and effective communications with all parties involved
Enhanced frontline service delivery with Customer Care Team (12 representatives), optimizing company VOIP infrastructure with workforce management to handle a customer base of over 25,000 individuals across four local markets (Chicago, Woodstock, Denver, Las Vegas)
Established 24/7 live customer service scope, bringing emergency call triage and resolution in-house, and angling call management toward one-call resolution
Designed wireframes for proprietary property data application, ATLAS, to guide development efforts toward most useful product for team members
Assisted in the deployment and integration of various softwares, guiding team members on effective use practices as well as technical resolution
Assisted two key partners in day-to-day management of property portfolio, including vendor dispatch, capital project bid coordination, invoice approval, financial report preparation, financial review, Board meeting preparation, and general assistance with owner inquiries