Multi-site, off shore management of Omni-channel Support Teams across multiple lines of business.

🚀Provide guidance, strategy and support to front line managers that are each responsible for teams of 12+ globally dispersed Merchant Support Advisors. Maximize SaaS support and deliver full value of Shopify platform to Merchants by advancing workforce skill-set in technical solutions and product knowledge.Responsible for Merchant product adoption, Merchant retention and revenue acceleration.Lead projects and initiatives to improve merchant experience, operational efficiency, revenue growth and people engagement.

Responsible for Phoenix Region. Mentor, develop and motivate leaders within a consultative sales environment. Meet/exceed sales quotas for Region to maximize revenue and profitability. Establish Sales and Support KPI's and identify trends and success gaps in student adoption, onboarding and retention through regular data analysis. Manage complexities of day to day operations in tandem with leading company and department initiatives as Project Manager. Effectively communicate and collaborate with large scale virtual workforce (350+ direct & indirect reports). Pipeline management for up to 10k leads per month. Extract large data sets from systems and apply framework allowing for clear interpretation of complex data. Distribute simplified reporting to leadership across Region, lead and facilitate strategic planning based on data findings. Create and present trainings for both small scale audiences and company wide audiences. Participate in and drive email and SMS strategy and content. Launch and measure tests to improve performance, engagement and customer success.

Responsible for Financial Planning functions from new applicants through established continuing education students. Create proposals for new roles, write job descriptions, hire and scale newly formed teams. Automate manual processes, reinvent mechanism for how student moves through sales cycle by creating transfer queues and procedures. Implement new software allowing for establishment of scheduling practice creating efficiency and improving student experience. Detailed student management through preparation of complex reports and live monitoring of call center systems. Deliver on budget and sales goals.

Manage team of 12 Financial Counselors responsible for educating applicants on grant and loan options. Present funding options, negotiate payment plans and collect required documentations through diligent follow up. Audit documentation in customer files and inspect for regulatory compliance. Manage accounts receivable and audit ledger balances for over 4k students. Create initiatives for cash collections and contact strategies. Ensure student success through clear communication of financial and academic concepts. Adhere to all internal and external compliance standards. Recognized as EDMC Leader of the Month and Best Student Experience Award