Exemplifies service leadership, management & work ethic in an entrepreneurial organization. Sets and is responsible for the financial metrics for billable service and extended warranty business. Manages a Service and Operations Team while recruiting new team members to scale. Manage to Carrot’s ISO-13485 Quality Management System and the requirements set forth by the FDA. Able to work well with 3rd Party service organizations from other healthcare companies (Professional Services). Responsible for the overall Annual Operating Plan (AOP) for the Service & Operations Business Units. Identifies new Service & Operations strategic opportunities so that Carrot Medical can continue to scale. Identifies & manages 3rd party service providers (i.e., installers) to manage the ebb & flow of the business.

Managed the day to day and strategic development of our broader Customer Services Operation. Teams included order entry, sales support, escalation, customer service call center, field service and strategic project management personnel. Close interaction, relationship building and collaboration with back office, finance, sales, and factory production stakeholders is essential in driving the customer experience forward in a thriving, growing team supporting a $600m business.

Drove day to day high performance in our flagship Seattle, WA operations site. Working with innovative business teams, we created newly incubated support teams that provide best in class experiences for new products relased by Amazon Marketplace. Maintaining a very high bar on ‘steady state’ programs while regularly assessing the health & hygine of support mechanisms was critical to operating our center focused on continuous improvement. • Managed a team of people leaders overseeing up to 300 individual contributors • Developed new processes & teams for newly incubated Seller Support programs and facilitate transition of incubated & proven support programs to operational “go live” status• Manage & coordinate change management initiatives• Build and innovate through people• Created mechanisms that control performance requirements• Motivated employees in achieving perfect seller interactions, SL agreements & quality/productivity goals• Developed leaders of leaders to set visons & cultures of sustainable mechanisms & mental models• Developed strategies & actions that motive and enable highly engaged staff members at all levels • Facilitated recruiting activities including role modeling hiring decisions & processes; setting the bar• Managed reporting, analysis, root cause, action, inspection & control mechanisms• Managed in-depth root cause analysis efforts with staff to drive continual improvement• Drive VOS (Voice of Staff) initiatives to understand & improve employee engagement health

Day to day operations of our customer service, Rocky Mountain, regional and remote sales support, Healthcare & remote commercial project management teams, local executive support as well as office management of our Denver healthcare & commercial training facility. This role encompassed managing, leading and developing managers and their teams in identifying gaps between good and great while empowering teams to see around corners for our customers and organization. Initiatives in this role involved being an integral part of leading and driving our organization into the mindset of a service culture utilizing proven methodologies centered around use of high performance customer satisfaction practices. I was a key member of our Senior Sales Support Management team and played an active role in many other projects and initiatives formulated to drive our company to the level of greatness. I was a subject matter expert with service, quality, efficiency & customer satisfaction methodologies, often sought out for projects involving such needs with cross-functional teams. I oversaw an array of managers from office managers and customer service managers to training and project/escalations managers. Worked very closely with all areas of the business at various levels including effective strategic work with company executives and key decision makers.

Promoted to the Customer Care team in August 2009 as the operations manager to implement their call center while migrating employees, processes and workflow. Later responsibilities included integration of a separate and legacy business unit into InterCall’s customer care organization. I also managed 2 ancillary teams that offered Platinum and Gold level 24x7 support to InterCall’s top 100 customers. Day to day tasks included serving as InterCall's customer advocate by promoting service excellence within the customer care department & throughout InterCall - Managed the day-to-day activities of the all customer care teams including resource scheduling & ensuring proper live and non-live support channels at the interval level - Recruited & trained leadership & continually updated the skills of the team - Worked closely with staff for coaching, morale & real time management needs - Forecasted call volumes, arrival patterns, ASAs, service levels, staffing & cycle times - Outlined group needs & customer needs based of factual data - Active use of Six Sigma principals to outline problematic areas and moreover, the implementation of action plans to fix them - Produced daily, weekly and monthly statistics, documenting patterns & trends; And more importantly, moving in the right direction with results - Use & deployment of practical & ongoing real time management practices to ensure high levels of efficiency, quality & service, all while delivering these elements at a low cost - Development & improvement of Customer Care policies & procedures - Exhibited very strong customer service orientation & ability to work effectively both internally & externally - This role entailed strong task ownership ensuring the team never missed a reasonable commitment internally or externally - High level of comfort dealing directly with prospects & customers to assist sales teams close deals & resolve customer satisfaction issues - Escalation point for inbound phone transfers.

Hired, mentored and supervised 2 team leads, 1 supervisor and 24 call center agents; Managed day to day operations of IT & Customer Service contact center workflows while held to strict SLA accountability using Lean Six Sigma practices. Key point of contact for high level technical support incidents & outages. Partnered with Sr. Director of Global Service & Support to resolve crisis situations. Performed problem resolution trending to assist in product & platform development & enhancement. Performed transaction monitors (QA audits) to identify trends or gaps in agent and program level processes. Ensured initial customer notifications were made in compliance with SLA guidelines which included afterhours coverage.

Hired, mentored and supervised 2 team leads, 26 call center agents; managed workflow assignment of ACD, email and cases generated from customers, sales & executive leadership. Resolved major problem and incident tickets. Drove all daily center operations and conducted and tracked staff performance evaluations. Administered payroll & time keeping. Conducted monthly one on one’s and bi-weekly staff meetings.

Resolved 40-60 technical support & customer service related phone calls a day, supporting the Genesys Meeting Center audio & web collaboration technologies. Key subject matter expert on various processes which required frequent process development & maintenance contributions. Key point of contact for several escalated issues. Frequently assisted with training of new hires.

Managed monthly department reporting requirements -Managed collection & analysis of surveys administered to Westwood students, alumni, & employers -Gathered, aggregated, & analyzed reports from multiple sources -Created reports & presentations for a wide audience including senior -Extracted, analyzed & reported on department activities & housed results in department's databases -Audited student files for level of completeness, accuracy, & order -Stayed abreast of required external state & accreditation guidelines, standards & reports -Managed day-to-day operational needs of the Corporate Career Development department -Designed the layout of tools & templates for campus use- Supported new campus staff in getting up to -Supported the alumni development effort -Managed and/or work on projects as they arose -Worked with Marketing to create material for campus use; working with IT to both select & design tools -Creating a system to gather & maintain employer & alumni testimonials.

I started as a 2nd & 3rd shift Tier 1 technical support analyst, later moving into the Educational Services division as a Educational Specialist in their call center. From there, I earned a call center Supervisor position, and later promoted into the Finance division as Project Lead, Program Lead and finally promoted to my final role as a Program Manager. In this position I was responsible for managing & coordinating all program sales engagements from cradle to grave for our premier e-Learning program (Sun Learning Center). Managed and initiated all communication between Sales Influencers, to SysAdmins & business managers- Pricing negotiation- Contract Management- Booking & invoicing management- Communication awareness management to corporate, sales & marketing contacts- Managed all customer/sales issues- Process development, documentation and management- Revenue forecasting- Trending reporting- Beta testing for up and coming application releases- Extensive account & revenue reporting- Researched, implemented & coordinated the launching of new features & tools vital to the success of the program internally & externally- Worked closely with Marketing team to ensure promotional collateral was released with periodic organizational promotion launches- Key player in over all success of program in North & Latin America.

'On the isle with a smile!' Working at Nordstrom was the beginning of my Customer Service mindset, having learned how the experts do it best.

Recruiting and releasing of contracted employees, managed delivery routes, business development, payroll, general office management.

Delivered high priority printing materials to customers in an efficient & safe manner. Assisted with various projects in the office as well.