Strategic Institutional Redesign
- Created, Directed, and Lead multi-level training program to support major call center institutional routing change that saw over 650 consultants acquire new skillsets and competencies over a 14-week timeframe.
- Communicated, Informed, and Delivered consistent and timely project updates to stakeholders and business partners
- Liaison with Business/Product owners to understand risk and opportunity.
- Key voice in project direction by providing SME support, Voice of the Customer, Voice of the Employee, and Voice of the Process.
- Communicated progress and sought feedback via Steering Committee
