Directly manage the General Merchandise Team alongside other program managersCreate inspiring and collaborative team environment with open communication Interview, onboard and train new team members Provide ongoing employee coaching Conduct employee reviewsFacilitate program discovery and launch calls for onboarding of new clientsResponsible for addressing escalated client concerns and implementing resolutionsDevelop service procedures, policies and standards with Director of Technical Programs and Client ServicesDevelop metrics for tracking services provided and evaluation of existing processes to identify areas for improvement and overall program strength Ensure employees follow appropriate protocol in order to maintain healthy client relationshipsCoordinate with multiple teams to implement enhancements and bug fixes for internal softwareIdentify areas for improvement and implement efficiency enhancements to daily processesCommunicate directly with retail and vendor partners to explain, answer questions and resolve escalated concerns

Oversee a team of customer service representatives in managing key accounts. IncludingManaging the flow of day-to-day operationsPrimary point of contact for all escalated client contactsDelegate tasks and set deadlinesMotivate team membersProvide team member coachingProvide insight for improvements in workflow and efficiency company wide.

CarGurus (cargurus.com) uses data and technology to help consumers find the best car deals from car dealers they can trust. Founded in 2006 by Langley Steinert, also a co-founder of TripAdvisor, CarGurus is the fastest growing auto-shopping website in the U.S. by daily user traffic. At CarGurus, we believe a transparent car shopping experience is better for shoppers and sellers alike, and we innovate constantly to deliver on that promise. Today more than 10.5 million (and growing) unique monthly visitors use our site and our mobile app to find their next car.

• Consult with strategic clients to ensure optimal use of Zipcar throughout the organization• Conduct usage analysis, highlighting savings and benefits of Zipcar; identify opportunities for increasing the same within an organization.• Provide feedback on optimal organization types for use in account acquisition targeting

Help companies understand how to leverage car sharing to meet their business needs while helping to...• Reduce the costs associated with transportation• Reduce the organizations carbon footprint.• Improve transportation processes by reducing hours spent managing transportation, freeing up staff to focus on their core responsibilities.

Tuck consistently ranks as one of the top ten business schools.Worked closely with Professor Richard D’Aveni, one of the top corporate strategists in the world, on an upcoming article tied to his bestselling book HypercompetitionBuilt a web presence for Professor D’Aveni around his latest book release, Beating the Commodity TrapDeveloped a P.R. campaign to increase speaking engagements for professor D’Aveni

Mimeo.com is the fastest growing provider of digital print in the world.Responsible for selling Mimeo.com as a solution to the print and distribution needs of organizations throughout North America and the United KingdomEducated organizations on technological advances in the field. Introduced clients to the concept of a web based printing solution, providing them with a solution to unmet needsSet and performed test demonstrations; negotiated pricing terms and consulted with executives to streamline their print and distribution processes

New Horizons Computer Learning Centers is a leader in the field of independent IT training.Responsible for marketing and selling New Horizons training services to organizations based in New York CityEstablish new business opportunities and maintain existing client relationshipsWorked with diverse organizations to create effective training solutions for their employees