Celebrating the love we have for our dogs and cats by providing healthy food and treats.

Responsible for process development and business performance of the goodwill area of the customer care business. • Customer case escalation resolution• Vendor management • Business SME for training development, IT development, reporting.• Business operations analytics• Process development and improvement

Responsible for process development and business performance of Alternative Dispute Resolution, Legal, and Product Liability areas of the customer care business. • Customer case escalation resolution• Vendor management • Business SME for training development, IT development, reporting.• Business operations analytics• Process development and improvementAccomplishments: Business consistently performs better than expected targets Successfully redesigned business processes to better align and integrate segmented lines of business to provide more efficient case handling.

Responsible for financial and data analysis, budget development, reporting, vendor management and contract compliance • Yearly budget development for customer/dealer call center organization• Manage contract compliance for multiple call center vendors including gathering all contractual requirements and tracking performance• Produce executive financial reporting including business case performance, historical call center performance, and department financial performance Accomplishments: Managed $140M Call Center budget providing operations with full visibility and guidance to run operations at or under budget. Internal GM Audit on processes of managing supplier agreements passed without error

Responsible for financial analysis and reporting on $40M outsourced leasing and maintenance contract.• Produced month end invoices for lease equipment, 40,000 maintenance attributes, equipment sales and technician labor.• Provided detailed billing to 500 cost accounts including appropriate general ledger expense account.• Researched and reported on billing and contract inquiries from 200 customer representatives and all internal departments.Accomplishments: Lead successful project to move customer billing information to a web-based system in addition created and delivered associated training.

Responsible for Real Estate sales and office management.• Set up office equipment and procedures• Created print media advertising.• Served as company community liaison.• GRI (Graduate Realtor Institute) certified

Install and repair alarm and cable systems.