• Designed and implemented Individual Development Plan performance management tool site wide. Conducted Train the Trainer sessions for all leadership and developed an audit and feedback process to ensure continuous improvement and compliance. • Directed site-wide Ambassadors of Expertise initiative to give associates hands-on experience with all Amazon devices. Designed and created a Digital Resource Lab and Train the Trainer content for leadership site wide. • Developed team building strategies implemented by direct reports fueling agent productivity and engagement. Productivity metrics increased 276 bps from Q1 to Q2 2018. Contacts per hour increased 16.5% in Q2 and Q3 2018 over results for the previous 2 quarters. • Accountable for overall operational excellence for digital customer support team. Team was #1 site in the network on the KPI balanced scorecard for 2018.

• Directed initiatives automating order processing to maximize efficiencies resulting in cost savings of $1.8 MM annually. • Served as project and program manager utilizing data analysis to establish multi-phase automation launch priorities and timelines. • Maintained 85% order interval adherence despite a 53% decrease in staffing by analyzing work flow, eliminating redundancies and streamlining processes and procedures. • Redesigned new hire selection and training to incorporate skills based training in the classroom.

• Designed, developed, and coordinated new hire, new skill training, and leadership development initiatives for 700+ agent customer service call center. • Conducted recruiting and new hire training needs assessment. Redesigned interview and selection process for new hire associates to include computer skills and behavioral interviews as part of the evaluation criteria. The result was a 37% reduction in first 30-days attrition and the lowest annual attrition companywide for 2012-2015. • Conducted ongoing development and evaluation of trainers building instructor effectiveness and molding SME’s into corporate quality trainers. Created and implemented video trainer development program that was adopted region wide. • Implemented accelerated learning and adult learning methodology transforming knowledge based training into skill and application based training. 2011 Quality KPI’s improved 51% for first-30-day agents and exceeded KPI goals for veteran agents. • Created and executed post-training development and certification program for first-90-day agents. Program adopted regionally in 2012, companywide in 2014. • Led training department from 26% to 100% compliance with client audit requirements.

• Managed customer service operations function including hiring, training and coaching staff, aligning department goals with corporate objectives, budgeting, P&L, and service quality assurance for B2B and B2C inbound customer service department. • Redesigned associate lay-off criteria from seniority based to a performance based balanced scorecard that included associates’ quality, sales, and performance as well as seniority. Collaborated with legal to ensure new evaluation process was fair for all employees. • Conducted needs assessment and organizational diagnostic. Created and implemented strategic plan for change. Conducted job analysis, redesigned work processes, and streamlined departmental operations which reduced non-phone payroll time by 68%.

• Developed top faculty from Universities in the U.S., Australia and Europe to redesign their collegiate, lecture based classroom training to work in an asynchronous learning environment. The faculty went on to facilitate Shell Project Academy’s learning programs to 120,000 employees in more than 60 countries. • Produced 80 qualified eLearning professionals in 6 countries able to redesign, develop and effectively facilitate blended and online learning programs for Shell Learning International. Managed program recruitment, scheduling, P&L, continuous improvement, and performance while serving as the Learning Management System (LMS) administrator. • Created the measurable competencies, performance criteria, learning objectives, and facilitation best practices for a blended learning leadership development program that expanded personal leadership skills for approximately 30,000 employees in Shell worldwide.

-Progressive promotion including Call Center Team Leader (4 yrs), Inventory Control Manager (3yrs), Sales Team Leader (2yrs), and Visual Sales Leader (1yr) -Responsible for overall inventory awareness and staff training and development for $10 million store. Created and implemented Inventory Process Program reducing inventory loss by 40% in one year.-Developed and implemented sales program and resource guide resulting in an 18% increase in add-on sales. Coached staff of 90 employees on sales techniques which resulted in an increase of 6.5% in average dollar per sale.