• 2023 Results: exceeded all KPIs (service level, email TAT, CSAT survey results, NPS target, turnover goal, and AHT, while coming in under budget and forecast.Develop and maintain strong relationships with existing and potential customers thatenrich existing connections and foster new business development opportunities.• Coordinate with supply chain personnel, delivery, and sales associates to improvecustomer care and business productivity.• Lead strategic planning for continuous improvement of the customer experience.• Develop procedures and policies, to ensure timely and effective handling of customercorrespondence.• Develop and monitor business and process metrics to provide measurable data forevaluating and ensuring customer care effectiveness.• Manage hiring, training, retention, and performance of the customer care team.• Ensure compliance with regulatory requirements impacting customer care function.• Develop customer and employee incentive and retention programs to ensure customer loyalty.• Ensure all customer inquiries are handled in an accurate and within service level commitments.• Oversee and maintain call center operations, including staffing and applicable KPIs.• Collaborate with sales and marketing team to maximize revenues and customer loyalty.• Maintain in-depth working knowledge of the company’s brands, systems, andprocesses.

Freelance Podcast Contributor

Co-Host of The Golf Show on 680 The Fan and 93.7 FM in Atlanta, GA. The show airs live Sunday mornings from 9:00-10:00 AM Eastern Time. Brian Katrek is the Host. We are also joined by JR Ross. If you love golf, want to stay up-to-date with what's happening on the Tours, learn about local golf, and laugh a bunch along the way, I hope you'll start your Sundays with us. You can stream the show here: www.680thefan.com

Host of the award-winning Next on the Tee and Thursday Night Tailgate podcasts.

Next on the Tee is a weekly golf podcast featuring Golf Legends and the Top Instructors in the game sharing their stories, insights, and playing lessons. The show can regularly be found ranked in Podcast Magazine's Hot 50 List. We're official partners with the LPGA Legends Tour.𝗪𝗲𝗯𝘀𝗶𝘁𝗲: www.nextonthetee.net <-- Check out our guest schedules and see what my guests are saying about the show!𝗖𝗵𝗲𝗰𝗸 𝗼𝘂𝘁 𝗼𝘂𝗿 𝗽𝗼𝗱𝗰𝗮𝘀𝘁 𝗮𝘁: Podbean, Spotify, iHeart Radio, Apple Podcasts, Google Play, & Player.FM

Her NFL Legends, Players, Coaches, and Media Members from around the country sharing their stories and insights into what's going on around the League. Also, be sure to check out our Spotlight on the Positive segment to hear about the great things players are doing in their communities.𝗛𝗼𝘀𝘁: Christopher Mascaro𝗖𝗼-H𝗼𝘀𝘁: Bob Lazzari𝗔𝗻𝗻𝗼𝘂𝗻𝗰𝗲𝗿: Joe LagennusaThe show is available wherever you get your podcasts. We are official partners of the NFL Alumni Association and Mike Ditka's organization the Gridiron Greats. 𝗪𝗲𝗯𝘀𝗶𝘁𝗲: www.thursdaynighttailgate.com <-- Stream/Download past episodes and see what our guests are saying about the show!The show is available free on Podbean, Spotify, Audacy, iHeart Radio, Apple Podcasts, Google Podcasts, Stitcher, Player.FM, Audioboom, and iTunes.

Responsible for the daily operations of the call center as well as identification and implementation of process improvements, implementing a new Five9 phone switch, WFO, and QM software, and leveraged Salesforce to drive improved productivity to enhance the patient engagement experience. Created and implemented KPIs, agent scorecards, a rewards and recognition program, a remote worker program and policy, and weekly agent roundtable discussions to enhance the employee experience.

Complex multifaceted role encompassing leadership, performance management and financial functions in support of a procedurally robust, operationally efficient 350-seat contact center environment • Spearhead day-to-day operations, promoting a culture of quality, inclusion, employee engagement, customer satisfaction and continuous improvement• Apply a data-driven approach to strategy planning and implementation; establishing effective KPIs that balance success with motivation • Optimize the recruitment/staffing process to build dynamic teams with the capacity to deliver the organization’s vision while providing class-leading customer experiences• Drove a significant increase in employee engagement and retention • Oversee and optimize a $20MM budget; rolling out a revamp of the customer service training program, CRM and IVR optimization, and an innovative new rewards and recognition program• Transformed the department culture by implementing employee roundtables, start/continue/stop sessions, reconciling feedback, and incorporating a policy that enhanced employee engagement scores by 40%• Blend strategic vision with operational expertise to ensure all contact center functions across Enterprise operations are completed on time and in alignment with defined division goals • Promote consistent, quality performance at a team-wide level through the development of targeted training material and procedures, while also facilitating ongoing staff training with the Division Trainer • Drove the NPS score from -17 to 30 within 3 months while improving the customer satisfaction score by 50%.• Improved agent schedule adherence scores by 6 percentage points.• Forge strong, sustainable relationships with key clients to achieve a 99% customer retention rate.

𝗠𝗼𝘃𝗲𝗱 𝗶𝗻𝘁𝗼 𝗮 𝗱𝗲𝗱𝗶𝗰𝗮𝘁𝗲𝗱 𝗰𝗮𝗹𝗹 𝗰𝗲𝗻𝘁𝗲𝗿 𝗳𝗮𝗰𝗶𝗹𝗶𝘁𝘆. 𝗚𝗿𝗲𝘄 𝗰𝗮𝗹𝗹 𝗰𝗲𝗻𝘁𝗲𝗿 𝗳𝗿𝗼𝗺 𝟯𝟱 𝘁𝗼 𝟭𝟮𝟱 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗮𝗻𝗱 𝟱 𝘁𝗼 𝟱𝟬+ 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀, 𝗿𝗲𝘀𝘂𝗹𝘁𝗶𝗻𝗴 𝗶𝗻 $𝟮𝟬𝗠+ 𝗮𝗻𝗻𝘂𝗮𝗹 𝗿𝗲𝘃𝗲𝗻𝘂𝗲. 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗲𝗱 𝗖𝗥𝗠 𝗳𝗿𝗼𝗺 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲.𝗰𝗼𝗺 𝗮𝗻𝗱 𝘂𝗽𝗴𝗿𝗮𝗱𝗲𝗱 𝘁𝗲𝗹𝗲𝗽𝗵𝗼𝗻𝘆 𝘀𝘆𝘀𝘁𝗲𝗺 𝘁𝗼 𝗜𝗻𝗖𝗼𝗻𝘁𝗮𝗰𝘁.Attained highest Customer Service Index score in department historyLaunched monthly/quarterly employee recognition programMaintain customer service goals, operating procedures, policies, budgets and training programsInternally sourced Customer Response Center from 2 third party vendors, resulting in $12M annual savingsInternally sourced Roadside Assistance service from third-party vendor

𝗩𝗶𝗲𝘄 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗟𝗼𝗻𝗲 𝗥𝗲𝗱 𝗦𝗲𝗮𝘁 𝘄𝗮𝘀 𝗮 𝗕𝗼𝘀𝘁𝗼𝗻 𝗥𝗲𝗱 𝗦𝗼𝘅 𝗽𝗼𝗱𝗰𝗮𝘀𝘁 𝘁𝗵𝗮𝘁 𝗮𝗶𝗿𝗲𝗱 𝗳𝗼𝗿 𝟱 𝘀𝗲𝗮𝘀𝗼𝗻𝘀 𝗼𝗻 𝗕𝗹𝗼𝗴 𝗧𝗮𝗹𝗸 𝗥𝗮𝗱𝗶𝗼. 𝗪𝗲 𝘁𝗮𝗹𝗸𝗲𝗱 𝘄𝗶𝘁𝗵 𝗰𝘂𝗿𝗿𝗲𝗻𝘁 𝗮𝗻𝗱 𝗳𝗼𝗿𝗺𝗲𝗿 𝗥𝗲𝗱 𝗦𝗼𝘅 𝗽𝗹𝗮𝘆𝗲𝗿𝘀, 𝗕𝗼𝘀𝘁𝗼𝗻 𝗮𝗿𝗲𝗮 𝗺𝗲𝗱𝗶𝗮 𝗺𝗲𝗺𝗯𝗲𝗿𝘀 𝗽𝗹𝘂𝘀 𝗺𝗲𝗺𝗯𝗲𝗿𝘀 𝗼𝗳 𝘁𝗵𝗲 𝗻𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗺𝗲𝗱𝗶𝗮 𝗮𝗻𝗱 𝗯𝗿𝗼𝗮𝗱𝗰𝗮𝘀𝘁𝗲𝗿𝘀 𝘁𝗼 𝗴𝗲𝘁 𝘁𝗵𝗲𝗶𝗿 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗶𝗻𝘁𝗼 𝘄𝗵𝗮𝘁 𝘄𝗮𝘀 𝗵𝗮𝗽𝗽𝗲𝗻𝗶𝗻𝗴 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗥𝗲𝗱 𝗦𝗼𝘅 𝗮𝗻𝗱 𝗠𝗟𝗕 𝘁𝗲𝗮𝗺𝘀.

𝗖𝗼-𝗵𝗼𝘀𝘁𝗲𝗱 𝗕𝗿𝗮𝘃𝗲𝘀 𝗕𝗮𝗻𝘁𝗲𝗿 𝗮𝗹𝗼𝗻𝗴 𝘄𝗶𝘁𝗵 𝗵𝗼𝘁 𝗗𝗮𝗻 𝗦𝗰𝗵𝗹𝗼𝘀𝘀𝗯𝗲𝗿𝗴 𝗲𝘃𝗲𝗿𝘆 𝗧𝗵𝘂𝗿𝘀𝗱𝗮𝘆 𝗲𝘃𝗲𝗻𝗶𝗻𝗴 𝗳𝗿𝗼𝗺 𝟳:𝟬𝟬 - 𝟳:𝟯𝟬 𝗣𝗠 𝗘𝗦𝗧. 𝗪𝗲 𝗶𝗻𝘁𝗲𝗿𝘃𝗶𝗲𝘄𝗲𝗱 𝗰𝘂𝗿𝗿𝗲𝗻𝘁 𝗮𝗻𝗱 𝗳𝗼𝗿𝗺𝗲𝗿 𝗺𝗲𝗺𝗯𝗲𝗿𝘀 𝗼𝗳 𝘁𝗵𝗲 𝗔𝘁𝗹𝗮𝗻𝘁𝗮 𝗕𝗿𝗮𝘃𝗲𝘀 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗮𝗹𝗼𝗻𝗴 𝘄𝗶𝘁𝗵 𝗠𝗟𝗕 𝘁𝗮𝗹𝗲𝗻𝘁 𝗮𝗻𝗱 𝗺𝗲𝗺𝗯𝗲𝗿𝘀 𝗼𝗳 𝘁𝗵𝗲 𝗺𝗲𝗱𝗶𝗮.

𝗗𝗿𝗼𝘃𝗲 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗮𝗻𝗻𝘂𝗮𝗹 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝘀𝘂𝗿𝘃𝗲𝘆 𝘀𝗰𝗼𝗿𝗲𝘀 𝘁𝗼 𝗵𝗶𝗴𝗵𝗲𝘀𝘁 𝗿𝗲𝘀𝘂𝗹𝘁𝘀 𝗶𝗻 𝘁𝗵𝗲 𝗵𝗶𝘀𝘁𝗼𝗿𝘆 𝗼𝗳 𝘁𝗵𝗲 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝗰𝗲𝗻𝘁𝗲𝗿, 𝗿𝗲𝘀𝘂𝗹𝘁𝗶𝗻𝗴 𝗶𝗻 𝗮 𝟯𝟬% 𝘁𝘂𝗿𝗻𝗼𝘃𝗲𝗿 𝗿𝗲𝗱𝘂𝗰𝘁𝗶𝗼𝗻. 𝗜𝗻𝗰𝗿𝗲𝗮𝘀𝗲𝗱 𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗺𝗮𝗿𝗴𝗶𝗻 𝗯𝘆 𝟲% 𝗮𝘀 𝗮 𝗿𝗲𝘀𝘂𝗹𝘁 𝗼𝗳 𝗱𝗿𝗶𝘃𝗶𝗻𝗴 𝗰𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁 𝗰𝗹𝗶𝗲𝗻𝘁 𝗰𝗮𝗹𝗹 𝗵𝗮𝗻𝗱𝗹𝗶𝗻𝗴 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀, 𝗹𝗼𝘄𝗲𝗿𝗶𝗻𝗴 𝗵𝗮𝗻𝗱𝗹𝗲 𝘁𝗶𝗺𝗲 𝗮𝗻𝗱 𝗶𝗺𝗽𝗿𝗼𝘃𝗶𝗻𝗴 𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗺𝗼𝗿𝗮𝗹𝗲.Responsible for the day to day operation of a 200 seat contact center handling 1M+ transactions annuallyDevelop vision and strategy to maximize margin, increase client retention and new client opportunitiesDevelop strong business relationships with high profile, high revenue clients to ensure a strong, long-standing relationshipsEvaluate department goals, proposals for new services and results of overall operations, and introduce ways to improve business processes to better support our clients and our managers, supervisors and staff