I am honored to serve on the Better Business Bureau's board, leveraging over 20 years of experience in Customer Experience (CX), product development, and research. Committed to promoting transparency, consumer protection, and ethical business practices to advance marketplace trust and integrity.

Utilize CX governance to lead my research team and drive business strategies. My team captures customer signals, focuses on customer loyalty, informs changes that grow business and drives transformation. Cross-functional team work improves the customer experience and creates a competitive advantage for RB global.

- Serve as a liaison between business areas and IT project teams (Application Development and QA) to ensure products /applications support the business needs.- Collaborate with key business owners of IAA systems and project management to prioritize enhancement requests.- Create BSA project work plan which includes assigning BSA's to tasks, gathering requirements and preparing project estimates.- Worked in Agile and Waterfall Methodology teams to develop new or enhance existing IAA proprietary applications. This includes ASP, .NET, Silverlight, Flash and Silverlight applications.- Develop standardizations for BSA process refinements, workflow, reporting and documentation templates.- Perform peer review, provide feedback and mentor team members.

• Provided management with reports based upon call volume, agent statistics, and problems using Tivoi, as well as Avaya CMS supervisor report manager.• Maintained queue management for TPOS desk, by assessing and adjusted TPOS skill levels per agent strengths and weaknesses, to optimize SLA (Service Level Agreement).• Main point of contact for all TPOS issues, effectively maintained liaison between TPOS group, management, and all other lines of business/support.• Responsible for evaluating and maintaining all network, and operational functionality for all Sears Auto Centers, National Tire and Battery.