Oversee operations across Human Resources, Professional Services, Support, Development, and Product Management

Provide leadership to Technical Support, Training and Implementation teams.

Online retailer - Combining humor, irreverence and insight with original and unique graphic arts, available on a variety of merchandise.

Led day-to-day operations of the Technical Support team. Wrote and implemented department policy, procedure and tiered role descriptions.Established performance and customer satisfaction metrics with reporting to support goal setting and identification of key performance indicators.Reduced active caseload per associate from 100 open cases to fewer than 30.Implemented internal Customer Care program with a focus on retention and reference potential. Influenced all levels of leadership to ensure engagement with all customers.Coordinated application end-of-life process, directing customers to current offerings.

Directed staff in a charitable gaming ‘casino’ offering table games and poker tournaments. Drove a positive, team-based atmosphere for dealers and support staff.Implemented processes, rule books and scheduling to improve patron experience, providing an environment they could relate to large-scale casinos. Demonstrated excellence in customer interactions, directly resulting in increased patronage.Directed the largest single-day tournament turnout the organization ever experienced.Accountable for accuracy of daily banks & handles on all games.Wrote proposals for new and/or improved tournament and game structures which were quickly, and with minimal revision, approved by state regulators.

Provided leadership to teams of Financial Representatives.Drove performance of three separate teams to consistently top-ranked results.Developed staff through day-to-day coaching of interaction skills, sales & operational performance, risk mitigation and trade accuracy.Achieved recognized balance between staff and business needs.Mentored newer managers in leadership style and driving performance.Collaborated across departments to improve communication and feedback between representatives, improving the customer experience.

Directly influenced various call center sales functions in managing the client experience. Identified coaching needs, researched call flow & created call models, developed & implemented recognition programs and facilitated interaction education.Led a project-team to analyze Active Trader interactions. Coordinated functional updating of call flow model and interaction expectations.Established and created initial reporting for the Retirement Income Planning organization.Performed training and system admin for implementation of call recording application.Coordinated use of client relationship management software, including creation, modification and trouble-shooting a variety of reports and queries.

Recognized for exceptional service interactions and was an error free trader.Provided technical support for web and proprietary trading software.

Managed all operations for dry-cleaning drop location.Increased net revenue by ten percent each year.Implemented add-on vendor services like tailoring to supplement offering.Coordinated marketing efforts including banners, plaza signage & coupons. Including analysis of impact and adjustment of subsequent planning.