Working with an amazingly talented group of individuals to create the greatest online experience in all of retail.

Successfully completed replacing a key brand’s Order Management System and Website. Works with all 47 Project teams to identify tasks and to create highly technical Project plans in MS Project for multiple phases of the Project. Designs Cutover Playbooks to ensure flawless communication between teams during Project Execution. • Completed all phases of the project including replacing the Content Management System, changing and creating new International Domains, turning off and reactivating Backorder Functionality, splitting and launching a new domestic Website, and migrating to the new Order Management System• Successfully completed 12 highly complex Cutovers to complete the project on schedule and on budget ~$100 M• Facilitates Go / No-Go meetings to gain Stakeholder and Project Sponsor approvals for all Go Lives• Manages risks and issues utilizing JIRA • Provides communications to all levels of project staff and facilitates planning sessions with large groups to determine the critical path• Coordinates task release ~10,000 individual tasks over the course of the entire project

Leading Tier 1 and Tier 2 digital support for all K-12 products, department training team, and department workforce management team. Champions large company initiatives to completion. Leads teams across 4 sites, to provide customer support in all U.S. time zones.• Led the project teams for Impact Social Studies and Redbird Mathematics. Designing the project plans, facilitation of meetings, stakeholder communication, setting deadlines for milestone completion• Designed the training, scheduling, and call routing plans that led to the best peak season performance for the departments history in employee attrition, call quality, average handle time, average speed of answer, service levels, case resolution, and training completion• Redesign of the Tier 1 and Tier 2 ticketing workflow reducing case resolution from months to days• Planning of monthly and annual budgets, as well as daily/weekly P/L reporting• Member of the Global governance team, creating partnerships between IT, Sales, and service teams• Took department NPS scores from an average of 55 to 70 month over month, also improved the department in all other key performance indicators• Omnichannel support through phone, email, chat, and social media

Charged with process improvement, leading matrix teams for all locations both Domestic and International, developing processes and procedures to manage risk, facilitate training of staff, and to increase performance of business operations. • Creating new policies for fraud prevention and detection leading to significant savings and increased network reliability• Developed a highly performing chat based sales team in Ukraine with a focus on all web hosting products• Built a Marketing team in India with a focus on lead generation for new cloud hosting sales• Creating reporting on all Contact Center Metrics, such as average handle time, average speed of answer and call abandon rates• Led complex project teams for Infrastructure and other various data center and web hosting projects. Responsible for the full life cycle of projects

Led the account Managers responsible for the satisfactions of all shared and cloud hosting accounts. Single point of escalation for all priority cloud customers. Drove the customer relations and technical support teams to increase customer satisfaction.• Completely reprioritized and reorganized the Customer Relations Department, implementing standardized procedures to increase revenue in Cloud Hosting, while significantly exceeding predetermined targets for profitability• Implemented customer on-boarding process resulting in a reduction in customer churn and an increase of monthly cloud hosting sales• Successfully redesigned the companies call quality scoring form and guidelines leading to a 5% increase in call quality scores across all departments• Management of vendor relationships with a focus on systems and recruitment

Membership Support Escalation Desk, responsible for problem resolution across seven sites with multiple contact channels. Increasing customer satisfaction while increasing, company BBB ratings through process and policy improvement. Main priorities were, department hiring and training, call routing, and scheduling to exceed all department goals. • Redesign of company credit release processes that led to annual savings exceeding $5M.• Reprioritization of 30+ different call skills that leading to a 93 second reduction in Average Handle Time allowing the department to come in significantly under cost goals and reduce cost per call for all departments while also increasing service levels.• Developing nine individuals into key exempt leadership positions in departments that include Learning and Development, Operations, Quality Assurance, and Workforce Management.• Maintaining annual employee attrition of less than 3% while responsible for 32 direct reports.

Solely responsible for day to day operations in the Westerville, OH and Trumbull, CT facilities for the Credit Card Protection Bureau of America product. • Regularly exceeded all department metrics including average handle time, quality assurance, employee attrition, 80/20 service level expectations, adherence, and efficiency standards• Increasing department sales performance over 50%• Recognized for key contributions by top financial institution partners for dedication and product growth• Working with key clients designing and successfully launching 10 new product versions while maintaining over 20 legacy versions• Grew department headcount from 12 retention specialists to 28

Evaluating, an average of 30 calls per day for multiple business units, driving the quality performance of assigned groups. Facilitating, collaboration with key financial institution partners to ensure that their expectations were met and that customers had a seamless co-branded experience.• Designing and implementing new quality standards, and creating new quality evaluation forms• Wrote standard operating procedures for all Quality Analysts

Developing, all new hires, coming into the Identity Theft Protection department, while in their initial probationary period, to successfully complete training. Providing, mentoring and coaching, on a weekly basis to 15-20 individuals. • Had the highest call quality and highest retention of any Team Lead in the programs history• Asked by Senior Management to revamp the entire program by creating initial key performance indicators to show program successes