Adrien Smith Harrall Email and Phone Number

Design, build and manage operational business P&L for business's savings features. Scale revenue operations to cash positive in preparation for sale of business. Relationship manage B2B enterprise white-label savings and bill negotiation offerings for a large-scale corporate partnership. M&A: Project manage business integration with OneMain financial upon the merging of Trim into OneMain's business offerings, including vendor onboarding, compliance and process scaling, people management, billing and internal team value setting.

Curated Personal Styling and Wardrobe services.

Responsible for the vision, leadership and strategic direction for the entirety of Boston market operations, with full ownership over the success of the business unit and P&L.Launch the Rinse brand in a new market. Build team culture around quality, levels of communication and overall relationship with customers to ensure retention and market growth.Scale, develop and recruit a growing team that supports delivery, B2B relationships, and nightly warehouse operations.Collaborate and project manage cross functionally; partner with other Rinse business leaders and specialists in order to coordinate operational process developments, analyze efforts, and rapidly implement systems that drive scalability and efficiency.Leader and ultimate owner for all performance management, HR, facilities, customer related and operational challenges of the Boston market

Oversee and manage the global Invaluable Customer Care and Sales Account Management organizations (45+) [spanning Europe, Asia, Australia and the US]. Manage all daily operations of three global 24x7 Customer Care teams, a North American based Account Management team and an International Account Management team. Drive employee performance, customer retention, and service using KPIs and sales metrics. Collaborate with executive team to identify strategic company priorities and create long-term financial goals. Meet weekly with executive team members to review and adapt development roadmap timeline execution.Build and develop diverse groups of professionals who are interested in a fast paced environment and are passionate about our service mission. Focused on building organizational talent and leadership from within the Customer Success organization. Streamline the customer experience to gain overall customer satisfaction and loyalty. Improve scalability for the Customer Care organization to support institutional growth. Work cross-functionally to identify critical strategic priorities and plan long-term road map goals. Establish yearly department growth goals for Customer Care and Account Management teams based on company’s yearly financial plan.

- Launch international 24 x 7 follow-the-sun Customer Care to meet increasing global demand- Create strategic execution plan for brand partnership integrations with EBay, WePay, Stripe, Le Figaro, and Epai Live.- Develop institutional talent through self-built mentorship programs and individual leadership trainings.- Design key performance indicators and quality assessment metrics tailored to create industry leading service standards. - Develop institutional service expectations and Customer Care service credo to align with company values. - Collaborate with Product, Sales, Marketing and Technology teams to design and execute go-to-market strategy for 5+ large scale product launches, including company re-branding.- Create technical ticket triage process, and design organization wide prioritization and escalation processes.

-Maintains and assists group of over 100 high profile auction house clients.-Primary source for technical and inquiry related client escalations.-Coordinates and works with group of four other Support representatives.-Actively identifies and streamlines department processes and executes implementation goals.

-Worked with and maintained a group of over 100 high profile North American auction houses. -Actively resolved technical and site based inquiries and issues. -Developed and coordinated beta testing for company wide software releases. -Created and implemented new website based products. -Managed and edited all customer facing messages and Help documentation.

- Completed and coordinated indexes and rosters for annual conferences. -Organized storage systems for 40 years of quarterly journals and outside sources. -Created and responded to customer service inquiries. -Archived over 300 international exchange journals. Maintained customer databases.

Collaborated with a supervisor to learn new digging techniques. Oversaw team of 5 workmen to help excavate a 5x5m portion of an Early Bronze Age lower town settlement in the period of 6 weeks. Recorded a detailed analysis of processual archaeological evidence.

Worked with a 4-person team to accept, organize, and process over 200 applications for summer work. Compiled and coordinated interview times for 150 job candidates. Clarified and addressed parent and incoming student concerns regarding university orientation. Registered 300 students for attendance at summer orientation.