Principal strategist of Customer Service, daily operations, revenue generation, target achievements, KPIs and performance management, pricing, sales promotions, marketing programs, and talent development. Create cross-selling and up-selling promotions. Design and cast vision for the 360 Customer Experience, including customer journey mapping from conception to account management handoff. Facilitate cross-functional and interdepartmental collaboration in Service Revenues and Consumables.● Propelled $18M in Service Contracts annual revenues● Acquired $7M in revenue through Inside Sales Team● Lead and develop 23 Account Managers, Contract Sales Associates, and Customer Concierge Associates.● Engineered and introduced process for system swaps, engaging with multiple business units: Customer Orders, Logistics, Dispatch, and Technical Support.● Subject Matter Expert (SME) in Customer Service and Issue Resolution.● Trusted trainer of more than 35 cross-functional personnel in 360-Customer Experience and ensuring the “WOW” experience.● Collaborated with the Senior Director Training to administer over 15 training programs

Daily operational leader of Customer Care and Inside Sales, including call quality, KPIs, performance, staff training, process improvements, and special projects. Elevated the customer experience to ensure satisfaction and retention. Facilitated staff development in customer relationship building, product knowledge, selling strategies, and customer service best practices. Equipped and empowered an 11-member cross-functional team of Account Managers, Department Supervisors, and Customer Care Associates.● Equipped and empowered an 11-member cross-functional team of Account Managers, Department Supervisors, and Customer Care Associates. ● Developed the third party process.● Integrated performance and success tracking for staff evaluations. ● Align all deliverables according to established quality standards.● Sourced, screened, and selected 5 Customer Care Agents, 3 Account Managers, 1 Post Warranty Specialist, and 1 Events Coordinator. ● Pioneered KPI and performance metric reporting for the Customer Care unit. ● Authored compensation plans for Warrant Specialist and Inside Sales roles. ● Catapulted e-commerce store by 22% via promo design and KPI promo tracking.● Designed the new phone system schematics, including messaging, mapping, KPI development and implementation, and customer care management.

Led and managed Partner Support, strategy development, continuous process and service improvements, data analysis, and workflow productivity. Outlined KPIs and departmental objectives, tracking performance to promote quality services and revenue growth. Trained, coached, and evaluated talent, administering quarterly one-on-one performance evaluations. Oversaw the 23-member cross-functional team of supervisors, managers, and customer support agents. Solutions expert on customer escalations and issue resolution.● Oversaw the 23-member cross-functional team of supervisors, managers, and customer support agents. ● Solutions expert on customer escalations and issue resolution. ● Delivered 3 major improvement initiatives that improved our overall abandon rate by 5%, which included Salesforce and Cisco phone system implementation. ● Appointed Lead Project Manager in the development and roll out of the Customer Complaint System within Salesforce. Enhanced complaint tracking resolutions by 35%. Generated monthly reports to submit for manager meetings.● Defined and established job positions, professional development, and career paths for all Customer Service positions.● Project-managed the design, development, and deployment of the multi-state telephone system. ● Essential team member for the Global Salesforce Project Team and Global Launch Team.

Primary overseer of Customer Service and Strategic Account Management, strengthening the cross-functional team in order to advance target objectives, performance, and revenue generation. Prioritized and delegated team tasks, coordinated scheduling, and facilitated training. Performed monthly, individual professional development accountability with Inside Sales Representatives. Verified accuracy of the call list for the Inside Sales team. Analyzed telephone stats to extract customer service gaps and inefficiencies. Brainstormed strategic recommendations for continuous process improvements, promoting data-driven solutions and decisions. ● Supervised and mentored 23+ Customer Support and Insides Sales Representatives to streamlined up to 100 daily calls. ● Trusted advisor on issue identification, inquiry response, escalations, product complaint, and expedient resolution. ● Provided oversight of the Customer Loyalty Program that represented 70%+ of all company revenues. ● Dynamic member of the Global Launch Team that re-established and launched the online store.

Drove Sales Support and Global Partner Program initiatives to bolster revenues. Generated engaging monthly sales mandates, evaluated performance, defined targets, and motivated the 8-member Sales Support Team to execute 100+ daily outbound calls. ● Directed and coached the 8-member Inside Sales Team that boosted quarterly revenues from $500K to $1.2M. ● Secured $65K in cost savings to create and integrate key changes to the Partner Infinity Program. ● Conceptualized and rolled out the Global Partner Program.● Integrated Salesforce to document and track calls for the Insides Sales unit. ● Instrumental contributor on the 6-member Implementation Team for the newly created, “Online Shop” platform. ● Authored all procedures for Sales Support, Disaster Planning, Business Continuity, and the Global Partner Program.