Business Owner 11/2018 to presentNorthern Light Espresso Bar and Cafe536 Spruce St Scranton PA 18509• Responsible for the day-to-day operations/service of a specialty coffee house with a staff of 10-12 employees.• Hiring and retaining staff including continued focus on customer service skills placing a strong focus on the customer and providing a one-of-a-kind customer experience. • Responsible for ongoing knowledge of products and sales including the introduction of new… Show more Business Owner 11/2018 to presentNorthern Light Espresso Bar and Cafe536 Spruce St Scranton PA 18509• Responsible for the day-to-day operations/service of a specialty coffee house with a staff of 10-12 employees.• Hiring and retaining staff including continued focus on customer service skills placing a strong focus on the customer and providing a one-of-a-kind customer experience. • Responsible for ongoing knowledge of products and sales including the introduction of new products as a means of continuing to increase revenue.• Responsible for creating, maintaining, and adapting budgets as needed. • Business planning including creating a mission plan, updating the employee handbook, creating an education deck and COVID-19 mitigation plans.• Community impact- work directly with local non-profit organizations for fundraising and educational opportunities as well as support of the local art/music community through First Friday and Scranton Tomorrow Events. Show less

VP; Contact Center Site Leader 2013-2018Successfully lead teams in Deposit Contact Center, ATM Debit Fraud Claims, Card Services and National Service and Solutions.• Responsible for up to 150 contact center associates lead by 6 Team Managers both on site and virtually. • Day to day tactical leadership and implementation, strategic thinking, career development and a focus on Risk. • Able to organize and implement specialize projects to move the business forward.• Collaborated… Show more VP; Contact Center Site Leader 2013-2018Successfully lead teams in Deposit Contact Center, ATM Debit Fraud Claims, Card Services and National Service and Solutions.• Responsible for up to 150 contact center associates lead by 6 Team Managers both on site and virtually. • Day to day tactical leadership and implementation, strategic thinking, career development and a focus on Risk. • Able to organize and implement specialize projects to move the business forward.• Collaborated with a multitude of business partners including: Quality Assurance, Employee Satisfaction and Engagement, Work force management and Policy/Procedure and Compliance partners. • Strong focus on Risk Management focusing on customer identification to ensure compliance with all state and federal compliance laws, rules, and regulations.• Successful in a metric driven environment with key performance metrics including.• High Risk Transaction Compliance• Service Levels• Quality Monitoring • Average Handle Time• Customer Treatment Show less

Team Manager 2005-2013• Responsible for performance, coaching and development of 15 to 20 employees. • Successful in creating a team environment focused on the customer experience. • Project management experience including the creation of a customer escalation queue, vendor manager initiatives, and pilot identification. Responsible for creation of projects, leading meetings and identifying issues and bringing projects through to resolution

Trainer• Facilitation of training for new employees entering the company. Training included use of systems, knowledge of products and call handling skills related to the customer experience.

Call Center Associate• Call center employee responsible for answering customer questions, performing account maintenance and handling customer complaints to ensure a positive experience.