Provide day-to-day leadership and management to organization; Responsible for the measurement and effectiveness of all processes; Spearhead the development, communication and implementation of effective growth strategies and processes; Collaborate with the leadership team to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of our organization; Represent the company with clients, investors, and business partners.

Led development of the technology platform including third-party integrations, products features and system functionality; Led team in the development and operations of an industry award winning financial product winning the coveted industry award Best Teen Prepaid Card; Managed partner relationships including operations, technology, marketing and customer service.

Led B2B operations division of ProFlowers with $10M P&L: Streamlined sales support operations reducing order entry errors to less than 0.5% and increased automated order processing capacity; Moved business unit from loss to profit within two years; Established account management function for partner sites and co-brand initiatives; Built and managed forecasting and financial reporting models.

Designed, developed and implemented call center infrastructure tools; Conducted client needs assessments and determined call center solutions; Responsible for all training design, development and delivery; Designed quality assurance programs and tools to measure employee performance; Responded to Request For Proposals for call center services; Developed "Service in a Box" templates for external call center implementation.

Established infrastructure support department to support the re-engineering of a 300 seat call center; Designed all call center aspects including the facility, technology integration, customer satisfaction programs and performance management; Managed $5M call center operating budget; Led team to reduce post revenue adjustments by 20%, resulting in yearly savings of $3.4M; Obtained a 17% increase in productivity through root cause analysis and subsequent improvement initiatives.

Various positions including Training Manger, Curriculum Design Manager, Performance Consultant, Technical Writer, Trainer, National Account Reporting Analyst, National Account Service Representative, Senior Customer Service Associate/Lead, Local Area Network Exchange Carrier Interface.