• Created metrics to drive corrective behaviors for the team members, across operations and develop procedures to streamline processes to service our customers.• Worked with accounts, sales reps to improve service by streamlining our processes, trained team members on all brands to better serve our customers. • Collaborated with manufacturing, purchasing, sales, finance, operations, and marketing to streamline and process improve on-time deliveries to customers.• Developed C.A.R.E. cards to measure performance across teams within Customer Experience Team. • Implemented Zen Desk for entire Customer Experience Team to track customer contacts and interactions across the teams. Worked with multiple locations to build the CRM system for all contacts.• Trained team members to mange contacts across all brands and focus on one-stop contact for customers and reps.• Led the initiative to develop on-boarding training program for new agents into the team to drive consistency and overall knowledge.

• Develop metrics to share cross departmentally to highlight the e-commerce business for top customers.• Collaborated with account managers and key customers to review scorecards and develop process improvements.• Lead 8x8 functions, configuration, and manage the users and queues for the entire Customer Service function.• Implemented Quality Program within the office for contact center team members, including a policy to drive process improvements with individuals.• Conducting monthly meetings with key strategic accounts to drive sales, improve processes and problem solve collaboratively.

• Assisted with contact center transformation project for the asset protection division that included design and implementation of Avaya Aura Contact Center v6.3 and Verint Impact 360 v11.1 for 110 representatives at 2 locations, implemented March 2013.• Led customer support department and improve call center operations by monitoring CSR and system performance, identifying and resolving problems and implementing system and process improvements to fill performance gaps.• Manage all customer support functions supporting vehicle service contracts for North America contact centers. • Assume full accountability and provide support across the customer service operations to identify initiatives and strategies that improve the customer experience, and operational efficiency.• Provide training and coaching opportunities for all Call Center operations within Asset Protection Division.• Develop strategies to leverage customer feedback to design, test, and implement new initiatives that increase service levels and efficiencies.• Establish metrics for individual and team scorecards to use as a basis for continued improvement and develop high performing teams, within the last year improved the service level by 40%.• Monitor IVR and determine changes to help expedite the caller to the correct destination.• Develop, monitor, and communicate contact center standards and metrics and performance. Identify process improvement opportunities to increase call center effectiveness and efficiency.• Leverage customer feedback to help track and monitor customer issues, identifies patterns/root causes and recommends solutions.• Develop initiatives from voice of the customer survey to improve processes and procedures to simplify for the customer and create a better experience.• Build relationships with Managers within Asset Protection and shared services to improve service to end customers.

• Worked to improve on-time, in-full delivery results for North America Supply Chain from 95 to 97% and reduce inventory levels by 50%• Drove process improvements, to help drive improved customer value management (CVM) survey responses from our customers. Increased customer survey results by 84% during my first year.• Responsible for 17 million dollars worth of sales from the North America office.• Built a customer interaction team to manage the top 25 US customers locally and build relationships by implementing decentralization strategy to positively impact customers. • Coordinated expectations with 15 domestic suppliers in regard to production and supply requirements for Fonterra.• Reduced number of hand-offs betweens teams by consolidating roles and transforming roles into a more streamlined approach.• Developed relationships with Key Account Managers, Global Account Managers, and the Sales Network inside and outside Fonterra. • Negotiated a move to customer pick-up which resulted in savings of $800K through the process of working directly with a major customer on cost reduction.• Established KPI reports for top 5 customers to streamline and improve processes for top customers.• Acted as coach for the executive leadership team members and their team on the Gallup Engagement Survey and action plans for various departments.• Worked with key people and management for development of personnel by analyzed skill sets of team to drive high level of performance within the organization. • Lead the team on safety initiatives for the office. • Acted as Liaison between US office and corporate to help roll-out company-wide complaint system/process. • Provided shipping schedules, performance reports, and other information to the customer, both internal and external.

• Built and restructured the Topco consumer response program for entire organization, including developing metrics, procedures, and coordination with third-party call center.• Responsible for ensuring new associates are thoroughly and properly trained before taking on their member assignments.• Worked with managers for other Topco departments to ensure internal customer service objectives are consistently being met. • Assisted in development of training curriculum for new and existing customer service associates, including procedures.• Ensured the successful and accurate communication of item and vendor information to members via Topco price pages.• Implemented member and internal customer service feedback vehicles to measure the effectiveness of customer service.• Enhanced the ability of the departmental associates to deliver quality customer service to members; including on-the-job training programs, standard operating procedures, process improvement, and conducting individual performance appraisals.

• Managed a team of 17 customer service representatives which handled multi-million dollar accounts at approximately 1,500 transactions monthly.• Reorganized the Customer Service, America team to align with the commercial team structure.• Played a key role in the integration and assimilation of the Allied Domecq and Absolut Spirits Company, Inc. portfolios into Beam Global.• Built key teams to assist with bridging communication between customer-base while increasing the credibility of the group.• Coached and mentored individuals with their development needs and teams with process improvement processes.• Assisted in the implementation of SAP throughout the organization.• Aligned master data infrastructure for the customer base by working with the Global Master Data Governance group.• Established global service level agreements for the order-to-cash process including SAP processes.• Coordinated global brand registration for international markets.• Developed and measured KPIs of group to ensure continued, consistent high-performance and ensure compliance of target measures.

• Managed the entire International Customer Service department consisting of 5 employees.• Coached employees on the impact of the SAP implementation process.• Lead the process in streamlining the Certificate Process worldwide for product registrations. • Liaison with the Quality Assurance Department and other operating units on quality assurance issues.• Managed relationships between sales, operating units, and staff to ensure processes aligned. • Worked as web designer for the entire department.• Development processes to monitor suspect product inquiries and was key player in the recall process, including implementation of a consumer inquiry application system.• Maintained master data information in AS400 computer system.