Managed customer service operations, including establishing service standards, addressing customer complaints, defining roles and responsibilities, setting performance targets, and evaluating results. Developed, implemented, and evaluated plans for employee training, development, appraisal, and performance management. Devised programs to enhance the organization and promote its products and services. Liaised with executive management in execution of business growth initiatives to enhance productivity and drive sustained organizational performance.The following are a few highlights:● Improved service levels by 50% through carefully anticipating changes in the required resources and optimally utilizing available resources.● Provided timely resolution of customer complaints/escalations reported by Customer Service as well as complaints/issues reported via Social Media.● Developed process and procedures for contract handling resulting in decreased error rates.● Kept performance on track by monitoring and developing teams through annual performance evaluations and providing coaching and training.● Utilized alternate schedule methods to staff 7-day operation without incurring overtime costs.

Responsible for analysis, recommendation, and implementations to improve core business processes and workflows within Logistics, Warehousing and Transportation operations in U.S., Canada and Latin America. Worked as a liaison across departments, in particular Logistics, Warehousing, Transportation, Finance, IT, and Customer Service on key projects including financial modeling, Information System conversions and new business integration. Further acted as key project manager for strategic initiatives and projects to drive out cost and enhance synergies.The following are highlights of the value I brought to Husqvarna Group:• Completed projects timely and within budget in a time-sensitive environment requiring superior strategic planning, organization, and leadership skills.• Led cross-functional oversight with Customer Service, Warehouse, and Planning operations to insure product inventory and fulfillment.• Reduced RGA processing time by 20% through streamlining the CRM workflow in warehouse and resolving issues in a timely manner.• Rationalized organizational objectives through effective resource planning, realizing headcount budgets, and conducting physical warehouse security audits with the global risk management team.

Responsible for leading all efforts to build a Customer-Focused Contact Center for a listed company supporting Dealer, Distributor and Mass Channel Customers. Led customer service, technical support, order management and fulfillment of over $2B in annual sales via multi-channel Contact Center platform.• Successfully led a 5-Call Centers Shared Service consolidation to centralize support in North America (Charlotte). • Led the Order to Cash cross function optimization efforts for the company.• Reorganized Customer Service to centralize all order management and post-sales support activities into newly created Center of Excellence.• Planned, developed and implemented plan for staff training, development and recognition as well as systems for measuring performance.• Collaboratively developed robust customer experience reporting to track and report critical metrics including department and executive level scorecards.• Worked cross-functionally with Warehouse, Manufacturing, Logistics, Sales and Finance to resolve issues and drive operational improvements (on-time delivery).• Streamlined workflows and processes to handle 471% increase in sales with minimum increase in headcount.• Revised UCCX Call Flows, CRM Email, Chat and Fax routing improving Customer Satisfaction and reducing Cost per Contact 61%.• Applied knowledge of business, Customers, products, and services to capture and synthesize data into actionable insights and made recommendations and improvements based on sound analytics.

As a Manager, Project Management Office at Husqvarna Professional, I led multiple projects and directed activities like; designing schedules, recruiting team members, monitoring staff and sub-contractors, budgeting, and tracking progress as well as managing relationship with all internal and external project contributors. I supervised day-to-day operations by allocating and utilizing resources in an efficient manner and maintaining a cooperative, motivated, and successful team. The following is one example of the value I brought to Husqvarna Professional:• Successfully completed new business (brand) acquisition. This project needed to integrate $100M brand acquisition in 90 days and required leading a cross-functional Legal, HR, Finance, Shipping, Logistics, Warehouse, AR, IT and communication with senior leadership.