Serve as a liaison between frontline employees and C-suite leaders while leading Strategic Global multi-operating company initiatives throughout all areas of the company. Introduced and implemented standardization and optimization to harmonize operations of TNT International Customer Service and FedEx Customer Service saving 6.23MM dollars per yearStreamlined the Recipient call flow, reducing headcount by 68 and call length by 22 seconds resulting in a savings of 3.7MM dollars per year

Led Strategic Global initiatives to develop and execute an exceptional customer experience by delivering proactive consulting and collaboration through root cause analysis, solution identification, and implementation. Partnered with International teams to develop, launch, and maintain a customer service program for high revenue customers. - Root cause analysis with top 3 customers resulted in a 7MM dollar savings Redesigned, implemented, and launched post call survey.Led multiple Quality Action teams to solution business opportunities. Total savings of 6.7MM dollars

Assessed operational processes, performed quantitative analysis on key process indicators, conducted in depth root cause analysis for all quality failures, and identified trends and causations through reporting metrics. Created and documented standard processes used by the Quality Assurance department for training new employees, onboarding new devices, and inspection of current devices.Created weekly, monthly, quarterly, yearly reporting for all levels of management.Designed and facilitated Quality Tech Forum in order to solution opportunities across functional workgroups. All operational groups at Repair Service Center discuss current opportunities and use quality tools to solution in order to reduce costs, ensure quality, and improve day to day functions.Track, report, and follow to completion all Quality Initiatives at the Repair Service Center. Facilitated Quality Action Teams for both internal and external work groups.

Established an Information Technology Asset Disposition program in 2011 for all FedEx domestic owned IT asset, resulting in company cost savings of $4.3MM dollars at the end of 2014.Coordinated the on-boarding of each FedEx domestic Operating Company and formalized processes for each based on their specific asset management requirements Enhanced IT Asset Disposition program by establishing Desk Side pickup program for all customers within the Memphis areaNegotiated 5 year contract to increase revenue generated by recycled materials equating to a 15% increase in yearly profit. Conducted building cleanup days to increase program awareness and educate user Acted as Solutions Engagement Manager, on a project team in efforts to remove 32 tons of paper from pilot cockpits by converting all paper to electronic devices with annual savings of 2.5MM dollars