• Responsible for customer service, account management, customer retention, order accuracy, and compliance for Custom Ink products and services• Averaged 147% to target during tenure (i.e. communication, productivity, and accuracy)• Reviewed customer orders through a comprehensive process involving analysis, logistics, graphic design, troubleshooting, copyright verification, verbal and written communication• Promoted 3 times, including advancement to top department level within first 10 months • Won 2014 Spring Busy Season department contest (best overall accuracy and production) • Maintained "Wow" 5 Star Rating - highest level of customer reviews / personal performance • Reviewed and managed over $10 million in orders during tenure • Led Cross-Department presentations for Customer Service Team• Handled special event and internal marketing orders for department • Coached and monitored multiple new employees on Customer Service role and best practices• Created trend review checklist (helped improve Coachee accuracy by 50%)

• Interim / Intern - IT Project Manager Role (Assistant to VP of Internal Systems)• Experience with JIRA, ASUANA, Slack, Trello, and Kanban Management Systems • Led Daily 'Stand Up' Meetings with IT Team• Managed and implemented After Call Survey Project for Sales Workflow Team• Managed and integrated Calabrio Data Integration Project (multi-department implications)• Upgraded Wiki and Workflow Management procedures for Ops Tech

• Directed fleet, brand, product, customer, and data-based operations for regional office• Assisted GM in DC expansion projects, maintaining the highest profit margin of all Zipcar market locations• Managed and trained a direct team of 2 Coordinators and 10 Fleet / Logistics Representatives• Managed, trained, and monitored 10 Vender Businesses on corporate procedures, best practices, pricing, and business development• Oversaw the upkeep, maintenance, repair, and logistics of over 1000 vehicles regionally • Optimized production efficiency and minimized departmental expenses via the implementation of process development measures, best practices, and problem solving • Worked constantly to improve member experience and NPS (Net Promoter Score)• Negotiated and implemented service contracts; including vendor acquisition, location services, budgeting, and accounting• Collaborated on 5 direct reports to managing directors; including location, vendor, and vehicle analysis• Assisted in training and launch of Baltimore City location

• Managed 400+ Zipcar locations (accounting, maintenance scheduling, acquisition, contract negotiations)• Strategic location planning and market development for regional expansion (External Branding)• Negotiated and managed strategic parking partnerships, vendors, and service contracts• Prioritized and assigned tasks to vendors and employees, maximizing efficiency and minimizing cost• Performed and logged daily operations with customer service team (20,000+ customers / 900+ vehicles)• Created and developed vehicle registration renewal processes for regional office

• Top sales representative for Marketing Team (customer memberships and B2B sales)• Creative planning and event coordination for DC grassroots marketing team• Assisted in development of local advertising campaigns