• Solely responsible for Service Centers and Customer Service in Europe, U.S., and Canada.• NPS routinely in the 70s, satisfaction in the 90s, which is vital because this brand is heavily dependent on social-influencer-driven public opinion.• Used voice-of-customer data to change strategic direction, envisioning spare parts as a revenue stream to help stabilize supply-chain and reduce strategic vulnerabilities.• Launched high-quality, in-house vehicle repair service centers in U.S. and Europe.• Launched Authorized Service Center network in U.S. and Europe, composed of dozens of local and regional partners. • Established specialized support of B2B clients such as BestBuy.• Adapted SOPs and KPIs as mission changed from "structure and scalability" to "do more with less."• Optimized financial efficiency by rightsizing teams, while maintaining high satisfaction, NPS, and morale. • Created smooth-functioning integration with social influencers directly, with social media, and review sites.• Pushed cross-functional partners to advance vehicle safety, accurate parts supplies, app integration, and less-expensive service and maintenance. • Influenced strategic thought of vehicle development through end-user surveys, in-person interviews with dealers and technicians, and employee surveys.• Created training documentation and technical service guides for customers, clients, and employees.

• Promoted to run both companies’ customer service departments simultaneously.• Solely responsible for customer service for these top internet retailers, whose combined revenue equals half-a-billion dollars. Handled 5 million customer contacts per year with a budget of $9 million.• Improved call center quality scores to target and reduced expenses by double-digits through focusing on efficiency, retention, self-help, and thorough training of customers and team members.• Upgraded PacSun’s CRM to Gladly, consolidated channels, resized and restructured call center. • Delivered solid Black Friday satisfaction despite surprise 12X increase in contacts. • Took over Eddie Bauer’s center and corrected $4M of budget overages within two quarters.• Launched Eddie Bauer offshore center from concept to opening in three months, reducing costs while delivering customer satisfaction as good as onshore. • Ramped up that new team to 700 heads within 6 months, in time for a successful fourth quarter.• Led the consolidation of two centers, optimizing workforce without compromising brand.• Launched ERP (Oracle) and accurately forecasted hidden costs from changes to back office processes.• Recognized as “top talent and a leader." Selected as one of 12 (out of 8,000) for LEAD program, advanced leadership training. • Led fraud prevention with CyberSource, using Decision Manager to maximize ecommerce revenue.• Created efficient, motivated offshore team focused on attrition, training, morale, and specialization.• Established comprehensive KPIs and SMART Goals.• Influenced CTO strategy regarding front-end and back-end improvements.• Shortened handle-times by simplifying policies and expanding hands-on training and role-playing.• Partnered with Accertify, to manage chargebacks, audit cost, and compare vendor partners.

• Promoted from Trainer to Manager to Director.• Solely responsible for customer service for this half-billion-dollar, top-five internet retailer. • Helped transform a struggling startup to be acquired by the third largest internet retailer in the world (Rakuten).• Recruited, trained, and led vendor support for Buy.com Marketplace, the largest seller on eBay, maintaining a steady 99% satisfaction score. • Handled B2B issues for 12,000 Buy.com Marketplace vendors selling 12M skus internationally.• Led ~100 service professionals to successfully handle over a million customer contacts per year.• Cut customer “expressed dissatisfaction ratio” in half year-over-year in 2009. • Achieved ACSI score of 82 or better for eight years, frequently beating Amazon.• Reduced expenses by cutting customer contact ratio in half year over year in 2011.• Increased service quality by successfully migrating a 100-seat call center in India to two 50-seat call centers in Philippines (competition breeds excellence). On-shored 10 specialist escalation roles back to America.• Launched RightNow (Oracle RightNow) CRM to successfully convert a large percentage of contacts to self-help.• Integrated cutting-edge contact channels including “push-to-talk” call back, external chat, and internal chat, reducing turnaround from hours to seconds.• Launched European service teams speaking French, Italian, German, and Spanish.• Launched and refined customer service for TransWorld and Viacom, including MTV.• Cut call center expenses in half by launching a 100-seat call center in India.• Responsible for $3 million per year budget.• Developed and refined most department procedures including returns, claims, and refunds.• Handled subpoenas, police investigations, and court testimony.• Collaborated with President and C-Suite to correct supply chain problems, technical breakdowns, product information, company policies, department procedures, and long-term improvement plans.