● As the Manager of G-RO’s Customer Care team, I was responsible for all aspects of leading the team while also serving as an ambassador with Sales, Marketing, Finance and Logistics. ● Working for a start-up, I wore different hats and managed many tasks. Outside of standard Customer Care activities, my team was also responsible for, POS transactions, shipping of orders and small/spare parts, processing returns and repairing damaged product. Additionally, we managed in-house inventory, PR orders, communication with Backers from our Crowdfunding campaigns and coordinated with our 3PL for expedited shipping, special projects and change orders. Personally, I worked closely with Shopify and Signifyd to monitor and troubleshoot orders, manage fraudulent order activity, process refunds and credits and assist with tracking inventory levels.Major accomplishments: ● Relocation of Customer Care to Los Angeles from Florida, which involved shuttering one fully established operation while launching another. This included such activities as hiring new staff, purchasing equipment, building work stations, setting-up a new phone system and transitioning to a new CRM, among many, many other tasks, all while continuing to provide seamless customer care. Start to finish – 60 days. ● Established and managed o A re-sell program, where we utilized eBay to recover potentially lost revenue by selling refurbished and slightly used product. o An in-house repair program. Being familiar with tools and generally handy, I was able to determine that product once slated to be destroyed due to “catastrophic failure” was in fact repairable. We were able to repair 80% of damaged product, which is well above the 10-15% of 2017.

Supervised all organizational initiatives with individual project owners and stakeholders. Managed full life-cycle of departmental and organizational projects from design to control, creating project plans, building teams and managing progress to ensure completion on-time and within budget. Personal ownership and management of multiple/concurrent projects related to process improvement; streamlining process, improving revenue and reduction of variance while implementing best practices.Maintained primary depository for project plans and provided project updates to all levels of leadership.Key terms: Team building, staff development, process improvement, cross-functional team development, project management, customer relationship management, sales support, B2B credit collections, problem solver, strategic planning, self-starter, detail oriented.Keywords: Customer, Service, Management, Team, Business, Experience, Process, Operations

Developed a seamless single-point-of-contact (SPOC) experience for customers placing               orders and requiring product shipment or installation services by implementing LSS                       methodology. Worked with continuous improvement team to streamline overall process from order receipt to product/service deliverable.Improved relationship with customers via clear and regular communication, established reasonable SLA's and ensured consistent high quality output.Reduced escalations and improved customer satisfaction by employing varying processes for Order/Account Management from First In-First Out (FIFO) to single point of contact (SPOC).Developed staff and improved team performance through scheduled and ad hoc coaching sessions, enhanced training curriculum, collaboration, tiered level responsibilities and empowerment.Improved cycle time within 24 hours from 20% to 90% by establishing LSS process improvements - fewer touch points, less rework and accurate communication, resulting in a stable order processing environment.Contributed to revenue growth by recruiting new hire sales and consultation trainees, allowing for lead identification and up sell opportunities.Synchronized order entry processes between North America and Philippines by implementing Services Team Standardization Plan, allowing consistency for all customer experiences.Additionally served on various boards, committees, and leadership duties.o Member of the Costa Mesa Facilities Board made up of Site Leaders working to ensure a comfortable and safe environment for all employees.o Customer Care Center (CCC) Site Leader in the Costa Mesa facility to provide all remote leaders a voice in leadership decisions and policy updates.o Employee Engagement Team (EET) Leader - led a group of CCC staff members to provide a fun and engaging work environment.o Cool Sites Committee - a diverse team of employees from all levels to collaborate on site-wide activities.

• Reduced data input time from hours to minutes by spearheading a systemic approach to automate manual input of special pricing claims, which improved billing and reduced claims.• Proactively identified and relayed common billing / shipping concerns to buyers and project coordinators, thus reducing deduction claims for a portfolio of Ingram Micro’s Top 50 vendors, including APC, Apple, IBM and HP• Collaborated with AP department to improve the payback process in order to reduce customer inquiries and improve customer satisfaction. • Coached Vendor Accounting team on collection techniques to improve cycle time of deduction claims.Key terms: Team building, staff development, process improvement, cross-functional team development, project management, customer relationship management, sales support, B2B credit collections, problem solver, strategic planning, self-starter, detail oriented.Keywords: Customer, Service, Management, Team, Business, Experience, Process, Operations

• Senior Analyst responsible for 24x7x365 IT operations support to internal and external customers. • Responsible for working on a variety of Finance related issues, including, but not limited to, A/R posting and report discrepancies. • Performed complex analysis of customer accounts, such as commitment periods, credits, and special program pricing.• Acted as liaison between internal customers (Accounting, Finance etc.) and vendors (HP, DSTi, Paymentech and banks).• Performed month-end reconciliation and reporting.