• Own oversight of the Associate Recruiting Operations functions as well as projects initiated and/or managed within the Associate Recruiting team.• Own, build, and run of all centralized processes for high volume hourly talent.• Anticipate and adjust processes as needed to align to the goals of the business.• Manage onshore and offshore teams. • Partner with offshore leaders to monitor performance and process improvements.• Consult on improvement to the application and on-boarding process.• Manage use of data and technology.• Represent, own and/or lead projects direct within Associate Recruiting or impacting the teams and their processes.• Manage the Business Process Manager and assign/prioritize and advise on SOP and process builds as needed.• Manage the Operations leadership team and partner on continued monitoring of metrics and improvements to the process.

Tasked with overseeing operations and day to day activity, supporting both Dallas and Houston in a hybrid work environment. Stakeholders include external customers, outside sales teams, and associates.• Established performance expectations and holds the team accountable to meeting commitments made to our customers, associates, and internal stakeholders.• Increased revenues by more than 10% within the first six months.• Worked closely with Market Sales Manager, National Account Sales Manager, and Centralized Recruiting and Onboarding to ensure results are achieved, key metrics are met, and customer satisfaction.• Decreased controllable wage expenditures by 70%.• Profit and Loss management.• Accountable for operational process adherence, compliance oversight, and change management leadership.• Consistent and timely customer issue resolution.• Foster an environment that supports staff engagement and internal growth.• Responsible for improving Worker Safety Ratio and administering Workers' Compensation Claims if they arise.• Increased worker compliance by 2% equating to reduced risk and penalties.• Improved NPS from 25 basis points.• Consistently increased Q/Q employee survey results.

Created support centers in Irving, TX and Cary, NC from the ground up, interviewed and hired over 90 new team members, supporting mid to large-sized companies and public entities. Led the Workforce Planning and Analysis team, orchestrated resource schedules for 240 employees in addition to workflow management for sales requests. Led dynamic teams up to 64 employees while improving efficiencies, developing policy, and partnering with external stakeholders.• Optimized B2B service for more than three million lines, generating $1.2 billion in annual revenue. • Improved audit quality of team output by 4.95%, the largest increase of any team. Measured and reviewed quality by coordinator and identified best practices to be shared across the team. • Fostered career growth, encouraged and enabled mobility for more than 27% of employees on team.• Enabled the efficient servicing of 80 – 100K sales requests per month, supporting customer growth and retention.• Maintained 95% or higher service level, supporting exceptional customer success for B2B sales team.• Forecasted daily volume and calculated scheduling needs leveraging 240 employees. Organized bids for shifts, coordinated vacations, and managed through multiple scheduling challenges.• Implemented high service touch, “White Glove Team” to increase service revenue by 5.4% and improve client retention.• Instituted targets for accessory sales revenue and coached service coordinators on sales techniques.

Improved business operations, streamlined outdated and inefficient processes, and improved employee culture. Managed team of 32 supervisors and coordinators across five states. Established new policies to create greater consistency across all sites and teams, including attendance guidelines, performance agreements, corrective action policies, and performance improvement plans (PIP) programs, developed in conjunction with HR. Quickly promoted due to increased sales and team culture improvements.• Increased revenue 178% YOY by incorporating new metric, measuring Accessory Revenue per Device (ARD) program. • Launched new revenue-generating program, generating $110K annually through sales of Total Mobile Protection (TMP), insurance for phones and hardware.• Achieved NPS increase by 14.7%, the highest YOY increase for any leader.• Facilitated digital adoption by business customers, improving efficiencies and achieving greater scale.• Fostered relationships across multiple teams and functions and acted as liaison between market sales team and headquarters.

Mobilized ten customer service coordinators across Carolinas and Tennessee region, supporting multiple functions for small- to midsize businesses and government entities. Coordinated creation of Direct Account Support (DAS) Program.• Consistent YOY increase in production.• Exceeded 2013 productivity target by 30%.• Implemented best practices to improve work culture.

Provided best-in-class customer experience as primary point of contact for outside sales team in the Carolinas and Tennessee regions. Responded quickly to customer needs in all business segments.• Project lead for customer migration from Alltel to Verizon.

Directly supported the largest healthcare and public safety organizations in the Carolinas. Responsibilities included ensuring seamless wireless telecom remained operational 24x7 so my customers were able to serve their customers. This included ordering wireless equipment, billing review/optimization, and on-site support.

Led a team of 42 employees in providing second-to-none delivery in all interactions with customers. Additional responsibilities included providing the overall direction, coordination, and evaluation of the department and store operations.• Consistently led the district in customer experience• Employee training while adhering to compliance guidelines• Weekly sales and labor forecast• Payroll reconciliation • Transformed new hire onboarding• Cash operations management• Store keyholder