Manage the Customer Service team for Hanes Brands Inc. in the Knights Apparel department. Knights Apparel specializes in sporting apparel for NCAA and NHL. The team services and supports accounts for major retailers and small accounts.

Manage the customer service team for Liberty Hardware to ensure customer's orders are entered correctly and handling customer issues.

Turned around under-performing sales and marketing customer service team-increased productivity by 25%, reduced employee turnover by 20%, improved customer service by 20% for key accounts including Walmart, Bass Pro Shop, and Dick's Sporting Goods. Managed $1.5MM operating budget without overage for four consecutive years while managing customer service team responsible for 800MM annual product revenue. Developed five employees from hourly customer service agents to salaried team leaders.

Lead a team of five supervisors and 80 customer service agents supporting a $5MM annual Procter & Gamble business; grew business by 5% year over year, Implemented Avaya telecom switching, call routing system, and E-workforce management system three months ahead of schedule that improved performance and productivity by 10%. Identified need for and introduced cross-training program for customer service agents resulting in overall headcount reduction o 20 full time employees, an annual savings of more than 500K.

Lead team of four team leaders and 45 call center customer service specialists at Gilbarco-Veeder-Root, a subsidiary of Danaher Corp. specializing in retail systems for point of sale, dispenser and environmental monitoring of convenience store operations and fueling systems. Decreased average handling time by 10% over course of six months, resulting in annual savings of nearly 100K. Implemented upgrade of Aspect telecom system which resulted in an additional 5% quality increase.

Managed six team leaders, four quality analysts, and 90 customer service agents and improved employee value survey scores by 30%. Increased overall quality by 10% while managing a third party vendor in the Philippines to process refunds and claims for American Express Travelers Cheques customers. Forecasted and controlled 500M annual budget to achieve monthly goals.

Hired, trained, and managed 16-member customer service team for inbound customer service calls.