I co-founded and built a successful business from the ground up, creating and executing a business model around guided brewery tours while maintaining an engaging, positive, and memorable experience. Additionally, I oversee comprehensive business operations, from scheduling and logistics to sales and marketing strategies. Key accomplishments include:• Successfully navigating the COVID-19 pandemic, maintaining business operations and surviving in a time where many businesses closed.• Leveraging market analysis and advertising strategies to develop new services to appeal to a wider range of clients and maximize revenue generation.

Throughout this experience, I spearheaded shared services and customer contact management for multiple locations, growing operations from five retail locations to serving 20 retail centers. I routinely managed and allocated sales leads, directing inbound calls to the proper location. I also coordinated logistics of moving vehicles to new locations, as well as customer deliveries, initially moving 300 cars per month and expanding operations to over 2K vehicles each month. Additionally, I administered extended warranty program. Key accomplishments include:• Launching Customer Service Team to create an outstanding experience for all clients.• Increasing institutional effectiveness, building processes, SOPs, and strategies, in addition to programming Dynamics 365 CRM to track notes, customer contact, and other key metrics.• Successfully growing our team from 5 to 75 associates providing quality support for 20 retail centers.• Leveraging shared services and customer contact model to allow retail locations to focus on customers on-site and build quality relationships that led to repeat and referral business opportunities.

In this role, I held primary responsibility for training and developing a team of 14 Team Leaders overseeing 230 PCAs within a BPO environment. I frequently coordinated program specific client management and communication, document preparation, staffing, performance evaluation, and business reviews. Key accomplishments include:• Efficiently growing our team from a pilot program of 15 employees to more than 250 FTE.• Consistently ensuring all internal and client KPIs were met in critical areas, including attrition, absenteeism, schedule adherence, service levels, AHT, and QA.• Promoting client retention, establishing a dedicated team to serve clients while executing a successful meet and greet with priority guests.

As Team Leader, I spearheaded coaching, training, and development, building foundational skills and introducing advanced techniques to 14 PCAs during initial launch of a 25-seat pilot program. Moreover, I recognized as main POC for all client inquiries and delivering business updates throughout program launch. Key accomplishments include:• Routinely ensuring all PCAs met client specific KPIs, including AHT and QA, while maintaining optimal service levels by managing individual agent absenteeism and schedule adherence.• Successfully decreasing overall attrition, establishing and maintaining an engaging and empowering employee culture.

Responsible for all aspects of the web design and graphic design business, I was solely responsible for the generation of all leads and sales as well as the design and production of all projects. Maximized revenue with superior written and verbal communication throughout the entire project.

• Responsible for coaching, mentoring and developing a team of 7 sales and support associates and overall company success • Ensured appropriate communication with all associates which fostered an engaged and productive work environment and led to a customer friendly sales and support experience • Generated maximum revenue and sustained performance gains by setting and maintaining very clear expectations for associate accountability

• Responsible for overall TV, Home Theater, Gaming and associated warranty sales as well as overall call center KPI’s including AHT, schedule adherence, absenteeism, service levels etc.. • Drove unprecedented sales gains through coaching, mentoring and the professional development of 5 sales supervisors and an average of 90 FTE • Responsible for the development and implementation of unique product bundling for major gaming console’s which led to a 245 % increase in units per order as well as an increase of 111% in overall attachment rate while outperforming retail and standalone web sales

• Responsible for coaching, mentoring, and developing a sales team of 15 sales associates. • Ensured appropriate and timely communication with all sales associates which fostered an engaged and productive work environment • Generated maximum revenue and sustained performance gains by setting and maintaining clear expectations for associate accountability which lead to the team finishing number 1 in overall sales, profit per hour and UPO for 7 straight months

• Handled inbound product and warranty sales calls • Coached fellow associates • Held record for both total daily and total monthly sales • Continually finished as the top sales agent in several categories month over month