- Deliver world-class customer experience, working with C-level and executives to lead the customer experience and communication strategy for the tZERO Crypto app - Coordinated with Engineering team to develop a fully automated, FINRA-compliant, AML/KYC onboarding process- Led technology integration projects, including Salesforce (CRM, Surveys), IdentityMind (KYC/AML), Elliptic (blockchain analytics), Qualtrics (Voice of Customer), Box (document retention), Braze (Marketing)- Created and implemented crypto/blockchain customer service training, policies and procedures, and a quality assurance program from the ground up- Identified key KPIs for ongoing training and agent performance evaluation-Responsible for all recruiting, hiring, and training

- Multi-location Operations Management- Sales, service, technical and leadership training- Local and B2B Marketing/Networking

Develop and maintain strategy to manage the Front of the Sales Funnel for entire Division• Assisted in the creation and development of the Enrollment department. Grew from 1 team of 20 in 2015 to a department of 9 teams with 110 people in 2017• Led initiative to develop an outbound SDR team of 10 people • Responsible for developing, supervising, and coaching enrollment staff, SDR staff and their supervisors• Review enrollment staff performance against KPIs and identify training needs to close performance gaps• Conduct side-by-side observations and quality assurance (call monitoring) reviews.• Coach and develop consultants• Make decisions about business policies, manage risks and resolve employee issues• Works closely with Human Resources and Senior Leadership to address and resolve employee issues• Coordinate and implement bonus, reward and recognition programs to drive both group and individual performance• Project revenue and KPI performance, report performance to Senior Leadership, create and execute on business development plans

Contributor in all facets of workforce planning for a multi-site, international customer service organization• Focus on real time analysis and monitoring to ensure daily achievement of service level objectives• Worked side-by-side with HR to understand and properly adhere to state and federal employment laws and guidelines• Assist in determining call center policies that improve efficiency and call center performance

Creating coaching plans, driving team and individual goals to meet department objectives. Managing and developing sales training teams.