Drive the execution of strategic customer focused service to members and deliver consistent but adaptable operational ownership in fast-paced startup work environment.  Optimize business strategy by managing over 400 customer accounts with $1.2M in revenue. Champion high-quality customer service practices: engage members of online platform that provides a suite of tools that help healthcare organizations excel through patient experience, review generation, and reputation management. Enhance external relationships by promoting customer retention and loyalty, promptly troubleshooting, and resolving issues. Provide comprehensive onboarding of new members and identify system training needs; develop and deliver trainings to support continuous learning and knowledge transfer, build customer success plans. Manage/Lead internal client support team of 10 remote members. Lead human resources operations including employee benefits, payroll and compensation administration, HR policy development, and HIPAA compliance. Oversee and manage financial operations functions and perform A/R and A/P tasks, employee/state tax administration, sales tracking, and cash forecasts.  Highly organized, detail orientated, exceptional communication skills.

Impacted revenue generation and business expansion by managing customer service delivery for flagship Nordstrom Rack location responsible for $20M+ in annual sales volume. Drove retention and growth among valuable customers by understanding their diverse business needs and helping them succeed through efficient use of technology and processes. Gained over 5300 new credit card holders by producing an increase in credit account over LY results. Decreased labor costs, expenses and shrinkage by streamlining the inventory control process. Partner in execution, review and analysis of bi-annual inventory results.  Created and implemented creative and cost-efficient initiatives while anticipating and reacting to business trends.  Executed relationship building skills to create a high-performing team and developed strong management candidates for promotion to the next level.  Guided managers on efficient inventory processes and cash room protocols; trained new management on scheduling tools and mentored current managers for shrinkage team.

Managed productivity and performance for staff of 15 employees at location resulting in $14M in annual sales volume and served as backup to Store Manager. Exceeded “Service and Experience” results by 20% over the previous year through employee coaching and delivering store rally communication. Implemented solutions for increased efficiency, cost reduction, and customer service quality, while resolving escalated client issues and improving upon areas of dissatisfaction. Reduced labor expenses and improved employee performance by 5% within the year due to effectively managing overtime and store expenditures. Increased credit account results by 10% through employee education and customer awareness initiatives. Promoted high potential employees to sales and leadership positions and trained 70+ employees on service expectations, credit procedures, customer privacy, store technology, and credit products.

Empowered front-line sales staff of 15 team members while driving the customer experience for various departments including lingerie, home, kids, and menswear in both full-line and rack store locations. Oversaw departmental operations for locations with up to $6 million in annual sales volume and 2.5% department sales increase over 7.6% the previous year Ranked in the top ten of rack stores corporately for consecutive years due to volume results. Facilitated company-wide “Service Sells” training given to all sales employees and selected to lead trainings after successfully coaching staff on selling, service, and relationship-building techniques. Improved productivity and shrinkage metrics each year by establishing procedures and inventory management techniques. Partnered with regional merchandising and buying team on improving merchandise selection and customer satisfaction; performed all aspects of visual merchandising, inventory management, event planning, and execution.

Capitalized on opportunities to engage customers at high traffic location generating $14M in annual sales volume while planning store events and performing administrative operations. Produced company-driven customer relationship-building initiatives and planned new store opening gala under strict deadlines and time constraints. Executed budget, expense reporting, and human resources administration at location with 70+ employees. Recognized as company “All Star” for delivering excellence in customer service and leadership ability; received highly selective customer service award given to only 4 support employees per year.