• Management of various backend support teams such as a Support Center, Training, Parts & Logistics, Employee Retention and Quality Assurance to help drive increased execution and efficiency• Liaison between department and various cross-functional teams such as IT and Business Analytics• Assist in business development and client growth serving as a subject matter expert on all aspects of backend operations• Serve on the senior leadership team driving strategic development at both the department and company level

• Management of various backend support teams such as a Support Center, Training, Parts & Logistics, Employee Retention and Quality Assurance to help drive increased execution and efficiency• Liaison between department and various cross-functional teams such as IT and Business Analytics• Assist in business development and client growth serving as a subject matter expert on all aspects of backend operations• Serve on the senior leadership team driving strategic development at both the department and company level

• Oversight of the management teams responsible for the support center, training content development, in-field training, quality assurance and parts management for the Break-fix and Installation division.• Partner with clients to ensure expectations are exceeded in relation to the training and support services provided for their programs.• Develop and drive strategy and initiatives related to training and support to ensure continued success for client partners.• In collaboration with peers on cross-functional team, analyze current and future trends to establish a road map for the continuous evolution of Break-fix and Installation services.

• Oversight over multiple support centers, training content development, in-field training, quality assurance and parts management for the Break-fix and Merchandising team.• Develop and implement the strategy and initiatives related to systems, reporting, training and support for the Break-fix and Merchandising team. • Serve as a liaison with various company support teams such as IT and Business Intelligence on behalf of the Break-fix and Merchandising team. • Partner with other cross-functional Break-fix and Merchandising teams to increase efficiency and effectiveness for the team overall.

• Develop, implement and execute a category maintenance program for a top national retailer• Oversee a team of 85 full-time associates and 135 part-time associates that are part of various cross-functional teams including Client Services, Field Operations, Training and Call Center Operations.• Manage all aspects of the program’s financials which includes budgeting, revenue forecasting, accruals and cost control• Drive company growth by extended reach with various consumer electronics brands

• Oversee a team of 10 associates tasked with the development of internal operations to further establish the company for growth• Standardize processes and evolve internal systems through partnership with various departments within the company • Further quality assurance capabilities to ensure better service provided for clients• Partner with internal support teams to establish better communication across all departments• Provide support tools to sales and client service teams to better equip them for growth

• Oversight of a team of 24 full-time associates tasked with delivering exemplary client services• Ensure client expectations are met and exceeded in all facets of the business• Drive program growth through flawless execution which has been exhibited by the addition of new retailers and increased service offerings• Manage all aspects of the program’s financials which includes revenue forecasting, accruals, cost control and invoicing

• Cultivate relationships within various departments of our client’s organization such as Operations and Sales• Manage all aspects of the program’s financials which includes revenue forecasting, accruals, cost control and invoicing• Partner with senior leadership to develop strategic program goals and a long-term growth plan• Administer reporting and communication of program execution amongst multiple client departments

• Managed an account team tasked with delivering merchandising services in over 2000 retail locations• Partnered with client and other third party contacts to ensure timely execution of client objectives• Developed program processes and guidelines for a field team of over 500 merchandising representatives• Collaborated with internal departments to ensure delivery of client mandated metrics

• Managed the company’s Billing team which consisted of 6 full-time associates• Oversaw P&L statements in excess of $5 million for multiple divisions• Created, reviewed and approved budgets and forecasts prior to submission• Developed various profitability and new business reports for the leadership team and investment board

• Oversaw an Internal Operations team consisting of 12 full-time associates• Managed all aspects of a $15 million dollar annual budget• Partnered with client contacts to develop budgets, forecasts, contracts and program structure• Collaborated with the IT team to develop system enhancements such as dashboard reporting, sales analysis tools, budget trackers and other operational efficiencies• In conjunction with the Vice President and Sr. Manager of Field Operations, developed the program’s long-term growth plans and strategic direction

• Oversaw client merchandising execution for over 4000 retail locations spanning across US and Canada• Facilitated communication of merchandising objectives to a team of 20 field sales managers and over 400 part-time associates• Acted as a representative on behalf of the company to various client departments such as Marketing, Product Management and Retail Operations• Managed a team of analysts and a Fulfillment Manager

• Managed the development and implementation of all client requested special events and ad-hoc projects• Created and managed various project budgets based on client requirements• Developed reports used to drive client manufacturing and marketing initiatives• Administrated the recruiting, scheduling and training processes for a team of over 400 part-time associates

• Managed a team of 15-20 part-time associates and 4-5 full-time associates• Supervised all aspects of the store operations including hiring, training, scheduling and store reconciliations• Oversaw store profitability by means of sales goal attainment, shrink reduction and optimization of inventory levels