Work with the Third Party Service Providers to execute mass mailings and manage contact center services.

As a Customer Care Manger with the Thrasher Group, working at Midwest Foundation Repair my main priority is to take care of both external and internal customer issues quickly and effectively. I help the team find solutions for customer related issues with the goal of making the customer a "Raving Fan" of our company and out products. Working closely with my team instilling the vision of what world class customer service looks like and building the culture where that vision becomes a reality. I also have managed several projects regrading the phone systems as well as the CRM. I am the liaison between Thrasher Group and its vendors that provide our IT, phone system and CRM solutions. In this role I provide direction to the vendors and build collaborative relationships that benefit both my vendor partners as well as the Thrasher Group network.

As the Director of Customer Care my main responsibly centered about the strategic planning and execution of all Call Center operations. Core duties included leadership of continues improvement of the customer experience. The main area's of focus included, management, workforce scheduling/planning, recruiting, coaching/training/development. Performance KPI's development and tracking, AHT, occupancy, abandon rates, conversion rates, utilization of staff, retention and financial performance and providing reporting on KPI's to leadership. As the Director of Customer Care, I also formed strong bonds with our Marketing team as well as our Sales team mangers and members, delivering training and seeking feedback on how we could improve the customer experience and help to set those departments up for success. As a leader who is committed to continues improvement I focus on employee engagement and promote this through continuous staff development with a focus on knowledge, skills, service and morale.

Supervises and supports up to 10-12 team managers with 240 call/web center agents performing a number of task including inbound, and out bound phone contacts, chat, and e-mail as well as offline order processing and escalation management in a sales and service environment. Responsible for achieving service level and quality metrics while achieving expense goals. Works closely with senior leadership team and business partners making recommendation that improve and streamline processes. Reduces shrink, drives revenue increases and improve the customer experience in the area’s of faster turn around times and agent quality. Works with policy and procedure team to develop and distribute communication regarding process improvements.Provides performance feedback to managers regularly, conducting weekly one on ones as well as monthly business reviews and semi-annual performance reviews. Works closely with mangers and agents alike on career development plans, providing developmental opportunities and exposure to senior leadership allowing for both personal and professional growth opportunities. Participates in the hiring process, interviewing and recommending both internal and external candidates for hire or promotion. Works closely with HR to ensure we are hiring the right team members the first time. Also works with HR in addressing manager and agent issues such as attendance, performance and conflicts in the workplace, working with human resources team providing feedback on agents performance and seeking guidance as required to ensure all HR polices are adhered too regarding the performance management of both agents and managers. Promotes open communication, change management and a diverse workforce.

As a Senior Team Lead with Target I worked in several key area's managing several managers and up to 40 team members. As the logistics manager my key responsibilities centered around the strategic planning and management of the stockrooms, including grocery. Staffing and planning for the stockroom and salesfloor push teams, focused on back stock accuracy as well as salesfloor in-stocks. Over the course of my time as the logistics manager my team maintained a 98% accuracy rate was well as a 96% in-stock rate on the salesfloor. I also fostered a strong relationship with the Team Leaders as well as the Planogram team, ensuring that new sets, endcap product and AD merchandise was received and staged for upcoming sets, with a focus on timely set rates. By maintaining proper inventory levels, accurate refresh/ordering rates we were able to improve customer satisfaction surveys and ensure we had the product on the floor that our customers were looking for. I focused on employee engagement to drive productivity, accuracy and timeliness goals. Through the use of real time data I was able to keep my team informed about their performance and motivated to hit our KPI's on a regular basis.

I started with Dilley MFG as a hand feed press operator, Working my way up I was quickly promoted to a 4 color press operator and then to the press room manager. I was in charge of scheduling work and managing the employee schedules. As the Press Room Manager I was placed in charge of all bindery equipment and workload. I created both work and maintenance schedules for the following types of equipment, 4 color Heidelberg press, 2 color Heidelberg press, Heidelberg cylinder die cutter, hand feed embossing presses, programable cutters, programable book binders, pocket folders as well as tab index cutters and reinforcing strip machines. I also managed the performance of the team members in the department and worked with my quality control person closely to create processes to keep waste to a minimum.