In this role, I led a team of two-seven, overseeing up to 300 individuals across multiple business units including the administrative resource team (ART), associates, pets, video prime, customer account management (CAM), incubation, prime and transportation labs, payments, and U.S. quality. I guided complex customer relationships, developing, refining, and updating customer-facing tools, programs, and processes. I also managed the lifecycle of pivotal initiatives, acting as the subject matter expert (SME) for product launches to improve customer experiences, system upgrades, and the introduction of new tools. Additionally, I served as a project lead for multiple special projects.KEY CONTRIBUTIONS:► Established and managed the first U.S. quality team, leading up to four operating units including incubation and customer account management► Increased coaching completion rate from 45% to 74% within one year. Raised performance from 64% to 84% by launching a management audit action rate initiative. Reduced process exceptions rate from 65% to 34%, enhancing compliance and efficiency.►Supported the Introduction of a new quality metric to enhance employee and customer experience, designed to empower agents by allowing them to directly influence their scores through behavior-based survey questions.►Orchestrated new tools for agents, including ‘Empower to Escalate’ and the ‘How's My Driving’ form sent to customers, optimized for clarity. Additionally, led the implementation of an associate development and performance tracking program.

I was tapped to oversee a support staff of 12, each managing vendors responsible for up to 3,500 agents, focusing on outsourced partner performance. I drove a balanced scorecard, scaling operational excellence and customer-focused initiatives across partner locations in the Philippines, Colombia, Ireland, and the United Kingdom, managing a $51M annual budget. Traveling globally, I conducted monthly and/or quarterly business reviews to ensure KPI compliance. Aligned with eBay’s governance through regular health checks and audits, I optimized support by collaborating with CS tech and workforce management. Together with the business operations team, we delivered analytics and insights, supporting a contact volume of 1.9M+ across voice, chat, and email channels.KEY CONTRIBUTIONS:► Recognized by BPOs for driving accountability and delivering results, overseeing nine vendors and their customer service teams including five in the Philippines one in India, and new launches in Bogotá, Dublin, and the UK.►Achieved 100% vendor retention by collaborating on strategies and plans, offering suggestions, and devising a "path to green" for struggling vendors. Ensured continuous improvement and stability without terminating any vendor relationships.►Developed and improved a struggling site following a new launch, highlighting strong turnaround management.►Realized 100% success in budget compliance, ensuring that expenditures did not exceed agreed upon contract value.

I was promoted to lead a team of 12 and a total of 95 in strategic and operational improvements for the home appliance business center, enhancing customer experience and sales while also reducing projected product returns of $100M. My management portfolio included major accounts such as Home Depot, Costco, JCPenney, and S.com. Previously, I led contact center operations across nine sites in four countries and a 3,000-agent outsourced team. Directing a team of 78 with a $97M budget, I oversaw facilities, HR, and IT. I also drove multi-channel customer service (voice, online, social media, chat, remote dial-in support, and email) and led the mobile and electronics divisions.KEY CONTRIBUTIONS:► Saved 23,305 units ($13.9M) from being returned with only $1.2M spent through the execution of the ‘Save the Sale’ program, which offered compensation to consumers for keeping products with minor cosmetic damage.►Enhanced annual employee satisfaction survey results by 45% from the previous year, raising the score from 42 to 61, the best improvement in the division (2013).►Boosted customer satisfaction scores from 80.8 in 2013 to 85 in 2014 through key process changes and employee training.►Increased first call resolution from 77.2 to 83 in one year by empowering agents and streamlining critical processes.►Received the Top Achievement Award from the sales division in 2013.

I led a team of 4 directors and a total of 29, managing a $115M budget in operations and supply chain for the electronics and appliances division. Building relationships with key customers such as Target, Walmart, and Best Buy, I increased direct shipments from 44% to 63%, reduced out-of-region shipments from 42% to 19%, and decreased incomplete shipping orders from 50% to 32%.

I led customer support and order fulfillments, overseeing three direct reports and 450 employees with a $15M budget. My team supported various groups, including home electronics and appliances. We improved service levels from 19% to 81% and reduced abandonment rates from 64% to 3% within 5 months. Our efforts elevated the stack ranking from last to first, maintaining the top position during my tenure. Additionally, I led a cross-departmental team that cut product return rates by 15% in 2007, saving $9.9M, and by an additional 4% in 2008, saving $6M.

Led all contact center employees (810 exempt and non-exempt – 550 Seats; multiple lines of business with English and Spanish speaking representatives) in the tactical execution of Sprint business ensuring client and company key performance indicators were attained while delivering against the company’s financial plans. Created a culture and environment based on the premise of employee satisfaction equals customer satisfaction. P&L responsibility for $34M budget. Accomplishments include.

Responsible for leading and managing a Call Center with 550 seats and approximately 800 inbound and outbound customer service/sales representatives receiving in excess of 900K calls monthly. Ensured metrics were achieved and development and evaluation of process improvements

Member of the Order to Cash Revenue Management team representing Sprint Customer Solutions in an enterprise initiative to improve processes for the organization; I drove dramatic cultural change through contributions to the Infrastructure and Mixed Adoption groups.• Led Vendor Relationship Management Team focused on large Bill Presentation and Payment service provider (as well as top 10 Sprint customer)• Worked with vendor to deliver key proposal with potential to deliver multi-million dollar revenue increase and cost reduction to corporate executives and senior leaders.• Integrated knowledge into Bill Presentation and Payment (BPP) analytics to provide view of cost and process/system complexity present in Care related to BPP.

Responsible for leading and managing a Business Solutions Center consisting of 4 major lines of business in a 550-seat inbound customer service/sales call center. Organization consisted of 675 employees to include 45 supervisors & 5 Direct Managers. Tactical and strategic planning for line of business operations receiving in excess of 900K calls monthly. Ensured metrics were achieved and development and evaluation of process improvements.• Launched a start-up operation receiving 2 promotions in the first year of business. • Developed and implemented the eService team to support an improved customer experience and offer a 1st time online customer communication tool for Sprint.• Introduced and piloted a new “Maximize” up selling initiative. After 6 months pilot proved effective and launched in all locations in the US.

Responsible for Inside Sales, Customer Service and Field Sales.

Saxophone Player and Vocalist for the 129th Army Band.

Operations Non-Commissioned Officer responsible for coordinating and scheduling all performances for the Concert Band, Hellcats, Jazz Band and Marching Band for the Academy and Public events and performances. Additionally, I was the vocalist for the concert band while at West Point. Prior to my assignment to the Academy, I was a musician with the Signal Corps Band at Fort Gordon, GA, the Headquarters of the VII Corps in Stuttgart, Germany and graduated from the Military School of Music at the Naval Amphibious Base in Norfolk, VA and Administrative Specialist Course at Fort Jackson, SC.Decorations Received: Army Service Ribbon, Overseas Service Ribbon, Army Commendation Medal, Army Achievement Medal (2nd OLC), Army Good Conduct Medal (2nd Award) and the Meritorious Service Medal.