Manage Training, Quality, Voice of the Customer and Support departments with a focus on providing world class customer service.• Expanded Fit Training program to include E-Commerce associates and additional product categories while continuing to drive a reduction in Return rate and increase in DPO (Dollars Per Order).• Managed the implementation of Speech Analytics and Quality Monitoring applications. Developed and managed targeted campaigns using Speech Analytics tool to reduce talk time and non-order calls.• Implemented efficiencies and enhancements that resulted in a reduction in Chargebacks, No Charge Replacements and # of fraud reviews and a 40% increase in fraud $’s saved.• Assisted with the development and implementation of processes for resolving complaints escalated to the Office of the President and cascading Voice of the Customer data throughout the organization.

Manage and provide direction and leadership for the Contact Center's training efforts and day to day operations of the Training & Quality department by providing the tools, training programs, documented SOP's, standardized training and job support to develop the skill sets and knowledge that will ensure our customers receive consistent world class customer service.• Created and implemented Fit Training program that reduced return rates and increased DPO (Dollars Per Order).• Implemented additional New Hire Training testing methods to include measurement of “hands on” proficiency.• Developed more targeted Quality Monitoring reporting to provide greater insight on areas of opportunity.• Introduced new methods of calibration focused on consistency of audits.• Managed the set up of virtual training lab and introduction of virtual new hire training classes.• Assist with the creation of eLearning training modules for the Contact Center, Fulfillment Center, Retail & IT HelpDesk.

Managed new hire training of over 700 new hires per year, on-going supplemental training and quality monitoring for contact centers in both Lynchburg, VA and San Antonio, TX.•Increased new hire quality audit scores 5% by refining new hire training processes and materials.•Led the creation of supplemental customer service training that elevated the customer experience and as a result provided consistent yearly increase in quality audit scores.•Introduced new monitoring processes that resulted in improved accuracy and efficiency of the quality monitoring program.•Recognized by Leadership for Training team’s development and facilitation of over 30 supplemental training workshops and activities which enhanced associate knowledge of processes and product.•Led the design, development and delivery of improved training for the launch of contact center International department. •Hired, trained and managed Training team for new San Antonio contact center which resulted in retention rates for inaugural new hire classes that exceeded goal.•Spearheaded training needs analysis focused on improving the quality of newly trained associates that resulted in increasing new hire training time and the 2014 implementation of a pre-screening tool during the hiring process.

Managed all training for Lynchburg, VA contact center, training for various outsource vendors as well as Quality, Communication, Customer Feedback, Mock Store and Catalog/Web Analyst departments.•Recognized by Leadership for initiating, developing and implementing a Transition phase of the New Hire Training program which resulted in improved quality of new hire associates upon completion.•Led the creation and implementation of enhancements to the New Hire Training program which set new contact center records for training pass rate, retention and trainee evaluation reviews.•Implemented supplemental eLearning training modules and quizzes, daily start up meetings and other communication enhancements which improved associate retention of key information communicated to over 95% based on weekly test call scores.•Led the enhancement of supplemental training materials and call quality expectation guidelines which increased quality audit scores by almost 10%.•Recognized by Retail and Marketing partners for the creation and facilitation of innovative product training workshops which enhanced associate’s brand and product knowledge.•Managed the creation and facilitation of focused training tools and communication that reduced audit deductions for Phone Etiquette category by 19%.•Led the creation, implementation and facilitation of a brand new training region, completely revamped new hire materials and supplemental training aids which increased associate’s knowledge and confidence when major technical issues occurred during contact center launch of a web based Order Management system.

Supervised training teams in multiple contact center locations. Owned creation and facilitation of all training materials and programs.•Managed Training teams in up to 3 different contact center locations insuring the consistency of materials and facilitation and average combined pass rate of over 97%.•Designed and facilitated onsite training program for Tokyo based outsource vendor that provided enhanced service for Japanese customers.•Developed and coached multiple hourly associates who successfully moved into contact center Leadership positions.

Supervised a team of 35 contact center associates with responsibility for performance assessments, associate development, coaching, time & attendance as well as handling escalated customer situations.

Handled incoming customer calls related to order placement and customer service issues.