Led the financial performance of a parts and service group, spearheading a successful achievement of $4 million in profits during the previous year (PY) 2023. Managed the day-to-day functions of diverse business units operating under Cambridge’s Customer Service Group umbrella, ensuring seamless coordination and optimal performanceCrafted an innovative growth strategy alongside an infrastructure blueprint centered on rapid expansion and seamless digital integration.

Reporting to the Global Head of Advanced Support and responsible for running the day-to-day operations of 6 Advanced Support teams across all of Square’s diverse ecosystem of products. - Directly responsible for Advanced Support Tier 2 teams which included all of Square’s ecosystem of products. - Partnered with key stakeholders across several business units to build a roadmap to restructure and rebrand Advanced Support. Focusing on innovative solutions that create efficiency and revolutionize the way in which work is done. - Increased visibility and efficiency of the team through integration of workforce management software, designed to more clearly capture the team’s output.- Focused heavily on development of direct reports through mentorship and development of senior leadership skills.

Reporting to the Global Head of Customer Success and responsible for running as many as 9 Customer Success teams based in St. Louis, MO, Scottsdale, AZ, Toronto, CA, and remote-based teams- Oversaw daily operations and performance of multiple business units servicing Square Sellers via phone, email & chat. Led 8 Direct Customer Success Managers & 105 Customer Success Advocates.- Focused heavily on development of direct reports through mentorship and development of senior leadership skills.- Partnered with key stakeholders in the organization to identify opportunities and build solutions or programs to drive the organization’s bottom line.- Utilized behavioral coaching, specifically focusing on delivering a world-class customer experience to drive KPI results. Responsible for the growth and performance for a third of the business unit.- Directly responsible individual in the hiring of 423 new Advocates to support our Customer Code Deprecation initiative

Reporting to the Area Director of Sales and responsible for twenty-seven retail locations across a three-state region, based out of the St. Louis market, overseeing the day-to-day operations and sales, including 79 employees.- Led 5 District Sales Managers and up to 75 Store Managers and Wireless Specialists. Responsible for HR support, performance reviews, and career development.- Cultivated and nurtured a direct relationship with Verizon Wireless leadership. Focused on building relationships with the Verizon District Managers and Director level leadership. These partnerships led to the growth of 4 new points of distribution. - Coached employees using a Verizon-based consultative sales approach. Drove sales of items that contributed to Key Performance Indicators (KPI.)- Promoted a culture emphasizing learning, teaching, respect, resolving customer issues, and passionate associates by implementing values-based leadership.

Reporting to the Area Sales Manager and responsible for three retail locations in the greater St. Louis area, overseeing sales and operations, including 23 employees. According to Gallup, the St. Louis market maintained the top ranking out of 25 markets in customer engagement for three consecutive quarters. Ranked third highest in all of USC and in the 97th percentile for all organizations surveyed for Customer Engagement.- Directly managed two Service Techs, three sales managers, and up to twenty sales associates. Responsible for HR support, performance reviews, and career development.- Developed and promoted five sales leaders within the organization in 3 years.- Participated in grassroots marketing efforts to attract new local businesses, including prospecting, Chamber of Commerce events, and outreach to loyal customers. Achieved a close rate of 93% of potential customers brought in due to grass-roots marketing efforts and walk-in traffic.- Promoted a culture emphasizing learning, teaching, respect, resolving customer issues, and passionate associates by implementing values-based leadership.- Coached employees in sales and the ideal customer experience using a five-step sales process. Drove sales of items that contributed to Key Performance Indicators (KPI.)

Reporting to the Store Manager and responsible for providing leadership, coaching, and development to up to eight frontline associates.- Achieved 92.6% new customer acquisition sales average in four years as sales manager.- Achieved average team score of 95% when “Mystery Shopped,” based on the quality of greeting technique, upselling of featured plans, and ability to overcome objections and close sales.- Provided values-based leadership and coaching to retail sales staff regarding selling skills, company policies and practices, performance management, and career development. - Represented the store at the Chamber of Commerce and the University of Missouri Department of Athletics events in order to increase brand awareness and solicit new business.- Drove the achievement of store sales targets which included new customer acquisitions, sale of essentials, and sales of vertical features while achieving the highest level of customer satisfaction.- Ensured the accuracy of sales reports in order to comply under Sarbanes-Oxley (SOX) and Federal Communications Commission (FCC) requirements.