I’m a dynamic Customer Service and Administrative Leader with 15+ years of experience managing high-volume call centers and service teams in healthcare, corporate, and education environments. I specialize in transforming everyday customer interactions into loyal, long-term relationships while coaching teams to hit – and consistently exceed – their performance targets. Currently, I serve in leadership roles with UnitedHealth Group, where I manage customer care, support diversity and inclusion initiatives, and build metrics-driven strategies that improve both the customer journey and team performance. My background as a Customer Service Supervisor at Xerox and in student and client support has honed my strengths in de-escalation, staff training, new system implementation, and data-informed decision making. I’m known as the “go-to” service guru – the person who can calm an escalated situation, coach a struggling agent, or rebuild a process so it actually works in real life. Whether I’m on the floor with my team or in meetings with leadership, my focus is simple: deliver excellent service, protect the customer relationship, and create an environment where employees feel supported, heard, and set up to win.