Responsible for overseeing CPO's contact center (including Customer Care, Inside Sales, Order Management, and Credit & Fraud), as well as business unit Operations (including Logistics and Fulfillment).

Responsible for directing and managing all aspects of customer-facing operations for CPO Commerce, America's leading online tool retailer. Specific responsibilities include: contact center (phone, email, web, and other channels), marketplace customer service (Amazon, eBay, Walmart.com and others), credit and fraud review, order management (including outside suppliers), inside sales (B2B and B2C), and CX strategy. Partner and collaborate with the CPO and broader Essendant leadership team to align on objectives that support profitable business growth. Serve as the executive advocate for the customer and champion a culture that aligns with CPO's "Customer First" philosophy.

Reporting to Consumer President of North America, lead core operations for the North American (NA) Customer Care team, responsible for supporting the $700M+ NA revenue stream (75% of company revenue). Oversee build/execution of the NA Customer Experience and organization strategies, day-to-day tactical operations (including contact center, order entry/management, quality, inside sales, and credit/RMA functions), and major process and technology initiatives aimed at improving departmental results. Spearhead all aspects of Customer Care human capital management, including recruiting, hiring, training, and directing 80+ employees (eight direct reports) across three major business units with multiple brands and customers spanning F500 to "mom-and-pop". Develop and execute on $5M annual operating budget.Key Achievements: - Integral in transition of customer service touchpoints into incremental sales opportunities, evolving traditional contact center organization into a proactive profit center contributing an additional $2M in EBITDA to the company's bottom line. - Introduced ongoing process enhancements improving order quality 14%, reducing organizational credit memos 9.8%, and achieving $300K in annual cost savings. - Led implementation of a CRM system (Salesforce.com) to capture Voice of Customer / manage ~5K daily customer engagements.- Partnered with senior HR/finance leaders to develop/introduce first Customer Care incentive compensation plan, resulting in tighter alignment with companywide goals. - Following a CEO change, served as one of eight Executive Steering Committee members tasked with redefining the organization’s go-forward mission, values, corporate imperatives, and strategy. - Led ongoing cross-functional service delivery project team to regain 8% loss in market share for one of company’s largest business units, minimizing customer attrition and improving customer experience.

Recruited by the VP of HR into a newly created senior customer service leadership role to integrate 11 decentralized/disparate teams into one cohesive, customer-facing organization for leading global manufacturer of building/transportation products. Restructured the team, redeployed resources, improved communication flow, implemented consistent best practices, and established process efficiencies. Due to transformational leadership, received the company’s highest award (MaxAward) and earned promotion to VP.Spearheaded creation and execution of all policies/programs/processes required to ensure continued enhancement of the Customer Experience and advancement of company sales and profitability. Integral in developing and implementing a new customer service strategy with quality and customer satisfaction metrics. Directed 94 customer care professionals supporting the $650M+ NA annualized revenue stream. Implemented an employee recognition and rewards program that resulted in an all-time high retention rate and 12% YoY improvement in employee engagement survey results.Key Achievements: - Delivered ~$682K in annual fixed cost savings by upgrading talent, creating “centers of excellence,” and deploying human capital programs addressing business seasonality. - Partnered with HR to implement a Customer Care workforce assessment/restructuring initiative that eliminated role redundancies and introduced a multi-tier succession planning model. - Launched an employee training program, customer feedback loops, and “Wow Experience” culture; rebranded the organization from “customer service” to “customer care.” - Developed at-risk customer program to improve retention/minimize charge-backs, and defined customer success criteria aimed at providing a best-in-class experience.

Rejoined Broadwing Communications (prior to Level 3’s acquisition in 2007) to evaluate organizational talent, develop/implement best practices, and build a culture of customer excellence for the Mid-Atlantic and Southeast account bases in the Enterprise sales channel. Advanced to Director in 2009 to oversee customer operations across the East Coast Business Markets segment, leading four managers and customer care professionals. Key Achievements:- Grew company’s monthly recurring revenue base from ~$18.6M to $23M+ over three years.- Instrumental in reducing order rejects 32% in six months.- Consistently met a $5.4M annual operating budget- Championed an initiative that resulted in a significant employee retention rate improvement (from <75% to 97%) . - Co-led a strategic initiative to transform customer communication via a formalized customer touchpoint program, resulting in a 10%+ reduction in customer escalations and 3% reduction in customer churn.

Director , Customer Support, South Division and Director – Customer Support & Business Operations for Broadwing Communications (2000-2004) and Chief Services Officer for Socketware, Inc. (now Premiere Global Services, Inc.) (2005).