• Responsible for establishing best practices for dynamic, global client-facing functions including client management across 100+brands, global customer care outsourced operations, online fraud management practice and IT support group supporting multiple fulfillment centers and global network applications• Accountable for client satisfaction, growing existing client revenue and service utilization, and establishing senior leadership alignment for global portfolio of brands• Set strategic objectives for global client services team of 60+ professional employees, aligning company roadmap priorities with client objectives and delivering a cohesive strategy to enable growth for clients and PFS• Establish effective collaboration across multiple internal departments to deliver innovative and scalable client solutions; provide leadership and guidance in critical internal, partner and end customer planning and engagement• Secure client references through reliable and quality delivery of services; accountable for client renewal terms and client contracting for existing and new client programs• Consider all financial implications of business decisions and choose solutions that grow the company’s profitability; responsible for revenue forecasting across $200M multi-client, multi-service organization • Establish strategic roadmap for outsourced customer service operation and ecommerce fraud and chargeback management solution, inclusive of partner network and negotiations, remaining abreast of industry leading technologies and tools, and establishing employee programs to motivate and retain 500+ front-line employees

• Senior client leader and end-to-end eCommerce business consultant to a multi-client portfolio of leading brands totaling 650MM in annual shipped revenue• Primary relationship owner responsible for growing the client’s business, identifying efficiency opportunities, and overseeing contract renewal terms• Manage a team of 13 direct reports including Program Managers, Sr. Analysts and Analysts across multiple client engagements and various solutions • Directly responsible for P&L performance, including budgets, forecasts, invoicing and overseeing profitability of each client within the portfolio• Cross-functional program manager that ensures contractual compliance while promoting best practices between the functional delivery teams in eCommerce development, digital marketing, customer contact centers, distribution centers, credit financial services, and OMS/WMS development• Industry leader who helps clients understand the voice of their customers and industry trends and implement targeted solutions to drive organic growth and business improvements• Experience managing multiple partnerships to deliver client solutions such as Demandware, IBM Digital Analytics (formerly Coremetrics), Borderfree, ExactTarget, Bazaarvoice, PayPal, Cybersource, freight companies, among others.• Background in flash sale models working with clients with daily sales of approximately 1,000 orders per day with flash sales in excess of 60,000 web orders within a two day period.

• Supervise a team of five front line supervisors overseeing eleven luxury contact center accounts in an outsourced ecommerce environment. Center responsible for inbound calls, live chat, and email in both dedicated and shared models. Team composed of ten team leads and more than eighty CSRs during off peak season.• Manage key performance indicators, including service levels, average speed to answer, abandon percentage, utilization and quality assurance, on a daily and monthly basis. Identify areas for improvement and work with supervisors to implement action plans to address these areas• Hosting weekly meetings, and monthly/quarterly business reviews with corporate contacts for all clients under direct supervision. Working with all clients to ensure satisfaction with current performance metrics, and work to implement any new projects our clients are interested in pursuing in our center. Successfully hired and implemented a social media team to manage client specific Facebook, Twitter, and blog sites.• Successfully partnered with and implemented four luxury brand ecommerce solutions, growing our luxury division from seven clients to eleven• Implemented a shared-CSR team solution for four luxury clients while maintaining the level of quality service expected, and helping decrease their contact center costs• Manage an increased staff of more than 100% growth in headcount during peak time, including assisting with hiring, developing and ramp down