Offering clients superior quality and service in Stained and Painted Glass design, painting, fabrication, and restoration.

As Customer Care Optimization Lead, I support the Customer Care Optimization team to ensure the effectiveness, efficiency, and quality of processes, tools, and knowledge resources. I actively and effectively partner with Customer Care Optimization and with Satisfaction leadership to identify and address pain points and assist in developing communication skills to support their teams through various levels of change. I also assist in the implementation of innovative process improvements with the goal of creating a loyal customer base, and increasing Inker engagement and satisfaction.

Additionally, I support the successful scaling of OCR initiatives and other revenue-driving work, while gathering data and feedback to support the planning and implementation of creative solutions. I have a strong focus on increasing quality and reducing errors across the organization, using databases and reports to derive evidence-based solutions. I also discover, pitch, and manage projects across the organization, as well as work on specific Products owned by the Optimization Team.

As a part of the Leadership Team, I am also responsible for living and embodying the Core Values of Custom Ink; Golden Rule, Ownership, and Innovation. I am also a very strong communicator, highly organized, and able to effectively communicate with leaders and team members alike.

Dedicated project management to large accounts that require cross-functional collaboration and coordination from needs assessment through delivery.

• Collaborate across departments to achieve results for our customers and company.• Unwavering attention to customer satisfaction with a high attention to detail and accuracy.• Effectively communicate on questions, instructions, encouragement, and feedback to support order-by-order success and improvement of our operation. • Provide clear, positive, and helpful communication via phone, chat, and email to customers and co-workers. Connect with customers in a timely manner through both phone and email.• Responsible for troubleshooting and providing creative problem solving to deliver results.• Maintain targeted expectations for technical execution and quality of work, including the quality of communication with customers.• Maintain targeted expectations of customer satisfaction measured by the customer feedback survey.

- Highly skilled screenprinter on both the Auto and Manual presses worked with initial testing and implementation of the innovative printing processes to drive business growth. - Helped to implement 5S process rollout at IHP Charlottesville Production Facility. - Worked to identify and implement process improvements with leadership

Lead Artist, Designer, and Painter at Cain Architectural Art Glass, a local production-level stained glass studio. Responsible for a small team of >10 individuals to design, create, and install new or refurbished stained glass windows in ecclesial, residential, and commercial locations. Drove increase in sales as well as quality across the company, as well as implementing data, web, and email systems to help increase efficiency, drive leads, and drive customer satisfaction.