Lead a core group of Investigators to maximize their team's output and ability to meet operational targets within a very fast-paced/time-critical and demanding environment. Manage and drive staffing plans, schedules, quality initiatives, process change initiatives, projects as required. Monitoring real-time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.

Interpreted clients' needs and introduced services to fit specific requirements. Maintained current understanding of market conditions, compliance standards, and best practices. Built and managed relationships with key clients and partners to drive growth.

Led employee relations through effective communication, coaching, training, and development. Evaluated employee performance on a daily basis and coached and trained 12 team members, increasing the quality of work and employee motivation. Drove performance of staff by creating incentives and a positive work atmosphere and administering recognition and rewards programs.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered a constant flow of customer calls with minimal wait times. Responded to customer requests for products, services, and company information.