Managed a team of 23 to 28 direct reports.Managed large projects successfully, including scheduling and timelines, risk management, resource planning, deliverables, critical success factors, budgets, communications and quality.Proven results in KPI management and coaching.Project manager for SharePoint for the entire Customer Service department.Project manager for implementation of Salesforce and a newly designed pickup system.Onboarded customers to assist the sales department.Led change management initiatives to increase acceptance of Salesforce among reps wary of the changes being made to transform Salesforce into a Service platform.Subject matter expert in many specialized services, such as Exhibit, Time Critical, Walmart and Target Scheduling, pickup response systems and other areas.Received multiple On The Spot awards for excellent performance.Acted as a backup IT consultant when our IT professional was out of the office.Wrote procedures and oversaw training of all individuals joining my specialty team.

Troubleshooting of technical and customer service issues escalated to senior leadership by customers.Created database of procedures for the Executive Response team.Negotiated with dissatisfied customers to ensure customer satisfaction.Recipient of numerous Spotlight awards for superior service.Provided help desk support for internal and external customers.