• Manages the daily operations of seven Operations teams, focused on customer order throughput, customer support, risk management/fraud prevention, and quality assurance across all Ecentria’s business units.• Provides staff management, business development and performance operations.• Acts as a Sr. Project Manager, certified through the Project Management Office with experience running simultaneous projects with various roles of the project team and lifecycle, including PM, KSH, and SME.• Maintains, publishes, and distributes Ecentria’s Standard Operational Procedures (SOPs).• Developed and manages Ecentria’s quality assurance monitoring program, resulting in more than a 15% improvement in agents’ quality scores. • Member of the Fraud Prevention Committee, serving as counsel for proactive risk mitigation.• Completed major merchant dispute reporting overhaul and reduced overall disputes by more than 80%.• Successfully onboarded and provided counsel for over five company acquisitions and proprietary entities. • Analyzes data to develop insights, recommending changes to drive operational excellence.• Lead cross-functional teams in developing business improvements focused on cost reduction, increased efficiency, and improved customer experience.• Ensure operational compliance with organizational policies, industry regulations, and local, state, and federal laws.• Collaborates with Ecentria’s software, technology, and architecture teams on platform improvements. • Built and deployed an internal process gap reporting tool, increasing Ecentria's operational reported errors by 90%.

• Promoted to Operations Manager to manage Ecentria’s Third-Party Marketplace operations.• Manage day-to-day operations of Ecentria’s sales on approved marketplaces, including tracking inventory, processing payments, resolving disputes, and managing customer service inquiries. • Work with internal teams and marketplaces to ensure product and policy compliance. • Monitors marketplace performance and sales trends on approved retail marketplaces (Amazon, eBay, etc.)• Member of the HR Advisory Committee as an ambassador for company and employee engagement• Managed inbound and outbound logistics for Ecentria’s corporate location. • Responsible for event management of all operational and supported staff.• Establish relationships with vendors, suppliers, and other stakeholders.