● Remotely oversees customer support and technical issues for an Omni-channel e-Commerce marketplace with over 100,000 customers and 1.25 million orders placed annually● Explores shopper insights & develops analytic support to assist bottling network with prioritization decisions for 10 Sprints YTD ● Increased national program participation >15% developing a call campaign strategy to accompany digital efforts ● Analyzed multi-channel workstreams and revamped processes decreasing overall AHT 2 minutes and reduced staffing by 30% ● Routinely compiles and presents key data and reporting to senior leaders and clients ● Supports customer technical issues providing first-level triage and incident management via JIRA and DevOps through resolution● Maintains system mapping, case routing, reporting, and routines for 7 Coca-Cola bottlers with > 100,000 cases created annually

● Directed day-to-day and strategic operations for a multi-site hybrid contact center handling national prospecting and programs achieving a median account activation rate of 60%● Managed scheduling and intraday monitoring for over 40 phone, email, and chat queues achieving > 80% SLA compliance ● Used agile methods to manage complex, cross-functional projects or processes across multiple teams● Provided system requirements and developed process, training, and reporting to transition 5 Access databases to Salesforce● Maintained annual engagement budget and activities while achieving highest engagement scores company-wide year over year ● Facilitated job fairs and partnered with HR to conduct recruiting, interviewing, and training of new hire employees

● Supported upwards of 30 Inside Sales representatives and 90% of the team achieved Meets or Exceeds KPI scorecard goals● Nominated as an Engagement Champion and planned all site-wide engagement activities

● Handled > 150 Outbound/Inbound calls for order replenishment, product sell ins, and customer support requests ● Managed Senior Associates who developed new hires post-training and prior to the transition to sales floor● Created new hire development plan tracking training opportunities for L&D slashing new hire training over 3 months by 25%