Operations Support/Vendor Mgt/Program Strategy.Jamba Juice Acquired by Atlanta Based Focus Brands/Moving to Atlanta OfficeASSOC. MANAGER OPERATIONS SERVICES• Leadership for program and vendor management, reporting and implementation of brand standards and operational excellence programs including Food Safety, Guest Satisfaction and Mystery Shop.• Leadership responsibility for design, development, maintenance and distribution of operational manuals/materials, policies and procedures to ensure they are comprehensive, current and accurate resources for the entire organization.• Responsibility for creating, editing, posting communications, SOPs and standards on SharePoint platform.• Leadership for Jamba store database technology, performance improvement, functionality and enhancements. • Developed improvements to Jamba store data database and internal online portal resulting in an improved user experience. • Operations Services leadership representation for cross-functional and brand initiatives. • Revised and improved GM quarterly store operations front line log to ensure daily operations excellence and food safety checks are completed, and brand standards are met. • Partnered with Learning & Development to ensure foundational resource materials are integrated with training programs. • Identified efficiencies for operations mailbox to improve field support. • Support to ~ 700 franchise and company locations and 100+ franchisee and operations leadership team.

Accomplished leader with extensive expertise developing Customer Experience roadmaps, creating strategy, training, communication and flawless implementation nationally (6400 locations and 4000 field leaders). I possess the ability to influence and successfully obtain brand and corporate executive/franchisee alignment for program enhancements and initiatives. Provided successful and impactful cross-functional leadership as well as leading Customer Experience teams and programs, while developing strategies across all CX touch points, including call center operations. These brand initiatives also include obtaining actionable feedback to drive a change in team member/employee behavior to create a culture resulting in CX improvement.Sourced and vetted the ideal technology and outsource partners for customer experience programs. I possess strong negotiations skills, resulting in highly favorable agreements for CX and Employee Engagement programs for the organization. I evaluated software and technology for both structured data and unstructured data to ensure all data could be incorporated into a single platform to drive efficiency. I designed surveys for various channels across the system. I led the vendor platform and system integrations and provided guidance on the analytical needs of the brand. The strategies created with a vendor partner led to a panel study and reporting platform enhancements to benefit all clients. I am a passionate leader who enjoys coaching and developing individuals and teams utilizing “Taking People With You” principles. I have a passion for not only Customer Experience but I understand how to leverage the linkage between customers, team members and technology, to achieve process improvements/efficiency and increased customer satisfaction/NPS score.

Director of Call Center Operations, Field Operations and support. Responsible for customer care, customer retention and satisfaction, billing, collections and division profitability. Responsible for operational excellence, Sarbanes Oxley compliance, policy and procedure creation, execution and audit. Responsible for training and web site documents. Support to internal and external customers.

Experience in Wireless & Telecommunications Industries. Results-oriented, accomplished Executive with a solid background of experience. Highly energized, motivated and organized with a demonstrated ability to accurately assess operations, and programs for areas of improvement, efficiencies and increased effectiveness. Innovative with strong business savvy and a history of conceptualizing and developing new strategies to achieve success. Background includes extensive vendor management/outsourced program management, new program development, mergers, change management, consolidation, and turnaround experience. Excellent communication and interpersonal skills with a reputation for building rapport with diverse individuals at all levels and driving organizational excellence. Consistently maintains professionalism and productivity in fast paced environments, even when facing difficult situations or severe time constraints. Leadership responsibility for as many as 400+ and as few as 100+.Chosen as the Corp Director of Ops/Call Center of 3 Div. Dir. of Ops, was promoted to Corp. and responsible for the largest and most sensitive accounts. Reduced expenses, created efficiencies, and optimized Call Center /Customer Care, while obtaining increased Customer Satisfaction.Use of call center results and tools/software to manage to goals, objectives, customer satisfaction, and P&L results. Created Key performance indicators to measure results.Evaluate and analyze activities to identify areas for improvement. Develop and implement strategies for driving organizational excellence, while reducing costs.Oversee operations in multiple, and remote sites, Retail locations, Call Centers, Retail and Field locations through effective monitoring and communication. Integrated multiple remote Call Center Operations into one corporate center. Sales support/contract administration, inventory control and policy/procedure compliance. Sales Support/Contract administration