-Dealer Warranty Manager-Massimo Marine LLC Warranty Manager-Creates MCO’s for Marine Vessels-Manages a small team of CS reps-Account Manager-Process improvement planning and implementation-Sets team KPI goals

Developing new business, while also maintaining current client relations to ensure lifetime retention. Plan, create, coordinate and close on vacation packages. Ensuring customer satisfaction and providing 24/7 customer service.

Audited, then maintained the integrity of NetSuite data for the Warehouse and Operations team. Improved inventory accuracy by 10%, reduced systems transaction time from avg. 147 days to 9.48 days. Partnering with Accounting and Supply Chain teams, I implemented improvement plans Standard processes for our US and CA based warehouses.• Defined the problems within multiple warehouse’s use of NetSuite, and current processes for the transaction of inventory. (Goal: NetSuite transactions to accurately reflect warehouse efficiency, and align physical on hand inventory with the system) • Measured multiple data points which included and related to, order processing time, transfer order creation accuracy, and inventory pick accuracy.• Analyzed the gaps I identified as the cause of the 3month backlog and the 3 years of data inaccuracies, using methods like journey mapping, tree diagrams, and 5 why analysis. I identified the list below as key improvement areas: data input received by the warehouse, accountability of the order throughout the warehouse, communication between purchasing and the warehouse, proper identification of inventory parts and reduction of sku’s.• Improved communication between the warehouse and procurement teams, to create alignment on inventory requirements and current inventory levels to meet order needs. Created accountability and quality checks for each phase of the order process inside the warehouse to ensure order accuracy was checked before being received on floor, pick accuracy checked before leaving the cage, and all components accounted for in pre-configuration. • Controlled process improvements by creating SOP’s for how to correctly transact each type of common and uncommon requests in the warehouse and out in the field. Aligned each teams KPI’s to show the efficiency of each team by following the tested processes. Scheduled regular bi-weekly meetings to make necessary modifications as new requirements emerged through mergers.

Maintained relationships with key customers by providing ongoing support as point of escalation for customer issues, needs and concerns. Excellent communication and interpersonal skills, with the ability to respectfully interface with executives from various departments.• Developed and implemented a customer onboarding process to ensure a smooth transition for new customers and increase satisfaction rates.• Able to meet all KPIs, one of which was maintain less than 5% attrition rate.• Collaborated with cross-functional teams to identify and implement strategies for improving customer experience.• Provided quarterly or annual business reviews.• Mentored customer success team members to ensure they have the skills and knowledge needed to provide excellent customer service.• Identify upsell and cross-sell opportunities for existing customers to drive revenue growth.• Partnered with Sales, Solution Engineers and Project Managers to create scope of work, conduct site walks and resolve software technical issues.

Analyzed customer insights to identify product performance and sales trends. I used a program called Confirmit that would convert feedback we received on our NPS surveys into quantitative and qualitative data. Led and assisted in multiple lean and continuous improvement projects. I managed our Closed-Loop program which aimed to identify product enhancements and opportunities, sales & customer support trends that affected the customers journey and provide an opportunity of communication with clients. Through customer journey mapping, data modeling and analysis I was able to successful make recommendations that improved the customer experience. Through 6sigma green belt project I was able to improve customer responses by 10% and we saw a consistent yearly 5-point NPS rating increase over that past 3 years. • Used data modeling to identify trends, in customer concerns.• Consistently met and exceeded 96% SLA. • Managed NPS for multiple customer segments.• Collaborated on projects and campaigns with Management to increase customer ROI, through analysis of customer journey map.• Utilize customer feedback to gather insights on product enhancements and identify areas for improvement in sales and support trends.• Identified opportunities for improvement in customer journey through analysis and provided CX enhancement recommendations to leadership.• Able to implement strategies to improve customer retention and satisfaction rates• Monitored metrics and KPIs, using this information to identify areas for improvement and develop action plans.• Through NPS, I was able to provide quick and efficient resolutions, create preventive processes, which led to the conversion of detractors into passive and promoter customers.

Led continuous improvement project for Customer Support, to improve their email support process. Provided several recommendations that were implemented to reduce waste that improved response time by 26%(obtained 6sigma Yellow Belt certification). • Provided support in call center environment• Was Subject Matter Expert on multiple products and platforms • Assisted users with managing their accounts• Consistently received customer recognition for successful and timely resolutions • Created protocols and documentation to enhance team efficiency • Led team building activities • Was able to successfully troubleshoot technical or program issues

•Applies knowledge of retail KPIs to make decisions that drive achievement of established sales targets•Provides continuous feedback and coaching to improve individual and store performance•Assist the Store Manager in the daily operation of the store and assume responsibility for the store in the absence of the Store Manager•Performs additional managerial duties as necessary

•Provided customer service. •Met weekly sales and Rewards goals.•Processed and managed weekly inventory shipments.•Trained and mentored new hires on policies and sales practices. •Maintained up-to-date product knowledge and information on upcoming product releases.

•Fielded general inquiries and transmitted to the appropriate person•Protected operations by keeping information confidential•Maintained reception area conference rooms supply room and kitchen•Managed calendars and appointments for CFO•Prepared and edited correspondence reports and presentations.•Contributed to team effort by accomplishing assigned work as requested and on schedule.• Assisted accounting and finance department.•Communicated with vendors on payments, terms and delivery.

-Assist students in registration for tutors, -Provide front office support-Event Planning