Led the successful conversion from JavaScript to TypeScript for a legacy product, enhancing scalability and maintainability.

Designed, developed, and maintained pivotal features for search and scheduling products, enhancing user experience and overall functionality.

Collaborated in a team to create an intuitive user interface for an email management product.

As part of the architecture team, strategized and planned the user interface for a reminders product, focusing on optimizing development efficiency, reusability, and scalability.

Implemented significant improvements to frontend code quality across multiple teams, including the integration of ESLint and TypeScript checking with pre-commit hooks and CircleCI build processes to uphold coding standards.

Streamlined the code review process and boosted team productivity by setting up pull request preview environments in Azure DevOps.

Contributed to the development and maintenance of an internal UI component library, including adding new features and resolving bugs.

Mentored mid-level engineers across multiple teams through pair programming, fostering a culture of learning and teamwork to meet team objectives on time.

Successfully coordinated with clients during the launch of new features, ensuring a smooth and seamless delivery to end-users.

Develop, maintain, and build A/B tests for e-commerce carts/checkout flows for telecom partnerships using React, Redux, Node.js, and Apollo GraphQL.

Develop features and maintain a backend-for-frontend(BFF) service to interact with cart frontends and the various backend APIs it needs using TypeScript/JavaScript and Apollo GraphQL.

Develop, maintain, and build A/B tests for marketing web sites and pages in a JAM stack utilizing hexo static site generator, HTML, SCSS, JavaScript and jQuery.

Migrated our team's sites from our server-rendered LAMP stack to a statically-generated ejs stack.

Develop, maintain, and build A/B tests in a LAMP stack using php, SCSS, and jQuery.

Led and executed quality improvement plans that improved overall quality scores an average of 17%, reducing billable revenue penalties and improving client relations

Implemented and executed absenteeism improvement plans that improved absenteeism by 5%, increasing monthly billable revenue by $105,000

Manage and maintain client relations, including escalations.

Direct operations, training, recruiting, and workforce departments to achieve service level agreements as outlined in client statement of work by analyzing information collected from research and translating quantitative and qualitative data into actionable recommendations

Deliver disciplinary action as necessary.

Write, plan, and communicate business impacting policy changes.

Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.

Developed, trained, communicated, and implemented clean desk policies to prevent the loss of protected information.

Led adherence improvement initiative improving overall site adherence from 88% to over 93%, exceeding the goal of 90% and eliminating a 3% penalty on billable revenue

Manage day-to-day operations as well as up to 325+ direct/indirect reports, including operations supervisors, trainers, and workforce analysts.

Improve call center operations and performance by analyzing daily metrics, creating and executing improvement plans, and process improvement.

Worked as Green Belt in Six Sigma project to improve AHT that ultimately led to contract renegotiation

Led and empowered a team of 5 supervisors with 150 agents to an increase of 12 supervisors with over 300 agents

Delivered and executed on training plans to hold 6 30-person classes in 2 training rooms leveraging creative scheduling and production floor opportunities