With over 19 years of work experience, I am passionate about IT and how to apply it to commercial and residential endeavors, as well as leading business units or a group of people to success. I have a proven track record of improving customer and employee satisfaction, retention, and loyalty, reducing costs, increasing efficiency, leading vast projects, and developing talent. I am always looking to learn new skills and from my mistakes, explore new challenges, or collaborate with diverse and dynamic people/teams. I can adapt to any situation as quickly as I used to run, which is my superpower. Most recently, I was the Director of Customer Service at Whisker, a leading e-commerce platform for pet products and services. I led the growth (12 to 80+ reps) of the 80+ person Omni-Channel Service Team, overseeing all aspects of customer service and after-sale operations. I redesigned the Customer Service Department top-to-bottom, leading to an NPS score of 79 and 80.3 in the next year while improving the culture and employee experience. This diverse and happy team ended every year with a turnover ratio of 10% and cost-to-revenue of less than 1.7%. I have cultivated many skills over the years, including the obvious leadership and relationship-building ones, but others that helped above, including CRM and IVR software acquisition, redesign (Zendesk, Talk Desk, RingCentral, Five9, Salesforce, etc.), optimization, process improvement, and department creation. My leadership style is based squarely on Servant Leadership, and I enjoy helping others solve problems. My methods of applying this style can be summed up with one example: "Chuck the Rep." My former employees definitely remember Chuck :); he would make some dumb mistakes :). He was a customer service rep and would take calls for a day or two once a month. This experience was fantastic in many ways; I am sure you can imagine a few, but the most important was seeing things from the front lines and finding ways to improve everything.