As Senior Vice President of Customer Experience, I oversee all customer focusing operations, including; Pricing, Customer Service, Data Entry, Returns, Sales Support, and Distribution Center operations. Key Accomplishments & Responsibilities;• Member of the senior management team responsible for establishing and leading the charge to meet the organization's growth, strategic, and financial goals.• Senior project leader and management representative of the steering committee for organization-wide launches of Microsoft Dynamics AX and then Dynamics365.• Founding member and leader of the FechForward committee, responsible for driving forward culture and employee engagement, culminating in Fechheimer being awarded the 2022 & 2023 Top Workplaces award. • Launched a Net Promoter Score (NPS) program and immediately drove up our already high NPS by over 25%. • Designed, implemented, and created programs to track key performance metrics (KPI’s) for all customer-related functions.• Provide vision, leadership, and guidance to direct reports and associates to ensure an energized, motivated, and customer-centric work environment.• Oversee company-owned and 3PL distribution centers responsible for shipping an average of 100,000 units per week.• Evaluate staffing and all other budgetary needs as part of the annual budget process.• Leading member of the team responsible for the launch of a new direct to consumer brand, Vertx. The launch included Fechheimer’s first direct to consumer B2C website and direct to consumer marketing and social media campaigns.• Member of the original team responsible for our first ISO-9001 certification, and an ongoing Member of the Senior Management Review Committee responsible for the review, update, and analysis of corporate policies and procedures, assuring continuous improvement and maintaining compliance with and certification to the current ISO-9001 Quality Standards.

Acquired the property and business in 2015 and took a 3-month break from operating the business to do a full assessment of the property, business, operations, and marketing efforts. The 3-month assessment netted a 6-month project calling for a full remodel of the physical property and of the business. Ultimately taking it from a poorly rated, low-earning business with moderate occupancy rates to a thriving, profitable, business. By coupling my deep understanding of the value of great customer experience and strong efficient business operations with my personal passion for design and construction, I was able to create a 5-star and Airbnb SuperHost-rated vacation experience. At the same time, and most notably, was able to more than triple the top and bottom-line annual revenue of the business. Successes include; • Complete redesign of The Hocking Hills Caboose guest experience• Complete rebranding of The Hocking Hills Caboose and a new website• Complete interior and exterior remodel of the property• Launch of social media on Facebook and Instagram, now with thousands of followers.• Features in Cincy Refined, Ohio Magazine, Ohio Annual Travel Guide, Chicago Parent Magazine, Country Living, Southern Living, Dayton Daily News, Hocking Hills Guidebook, and many more• Launch of a new OTA platform, creating a streamlined and largely automated operation of the business