Customer Service: Developed a comprehensive plan for the scalability of customer service lines/system tracking/back-up coverage and report generation to manage call levels growing from the initial base of 1.2 million members up to the current ~10 million to whom Welvie is available. ~Creation of policies, procedures, and call center metrics (call volume, issue logs, average resolution time, first contact resolution rate, abandonment rate, customer satisfaction)~Hiring and training.~Monthly and annual employee performance reviews~Staffing: Ensuring customer service department is adequately staffed.~Product revisions and enhancements based on review of documented program user issue logs.Account Management:Implementation of: ~Welvie products to be offered~Incentives for program completions~Welvie products offered (Online only or combination of online / mailed materials)~Contact and Outreach: Phone support, Live Online Chat, Email support, Mailing schedule.~Incentive reporting, fulfillment and distributionDuties include:• Incentive processing and fulfillment for member program completion;• Development of policies and procedures, setting benchmarks CRM (Phones, Email, Online Chat);• Development of new employee training materials;• Interviewing, hiring and new employee training;• Sharepoint platform development;• CRM Team management;• Reporting of metrics, objectives and goals to senior management;• Surgery Decision Support, Advance Care Planning platform(s) and My Immunity Score, observations and enhancements;• Working directly with the development / IT team to implement changes and upgrades.

Wrote and self published a trilogy of young adult historical fiction books titled Up North

Direct, new B2B sales and ongoing management and up-selling of current clients. Organized meetings with new and established clients, design and perform sales presentations that provide clients information about Clear Channel outreach and marketing opportunities.

From ground-zero, built a successful family business taking it from concept and business plan development through financing; leasehold improvements, equipment, recipes and menu development, marketing and sales, account management and bookkeeping and day to day operations including employee training and customer service. At the time of the sale of the restaurant (2008), gross annual revenues were approximately $325,000.