• Led eCommerce order fulfillment transition from regional model to national model with ~125 employees in 3 regions managing over 1.6M transactions yearly• Executed strategies to improve Online Breakage 18% in 2021 through multiple process improvement initiatives in partnership with eCommerce leaders• Effectively manage strategy and execution of Inbound/Outbound Contact Center that includes Manual Outbound Dialing, Automated Dialing, Email Communication, SMS, and Online Chat•… Show more • Led eCommerce order fulfillment transition from regional model to national model with ~125 employees in 3 regions managing over 1.6M transactions yearly• Executed strategies to improve Online Breakage 18% in 2021 through multiple process improvement initiatives in partnership with eCommerce leaders• Effectively manage strategy and execution of Inbound/Outbound Contact Center that includes Manual Outbound Dialing, Automated Dialing, Email Communication, SMS, and Online Chat• Identified, adopted & helped integrate QuickBase to distribute work, track outbound dialing outcomes & create transparency around agent performance that improved Record Disposition AHT by 26% in Q4 2021• Interprets data and recommends changes that will improve operational efficiency & outcomes• Helped grow Affordability & Digital Equity segment over 100k subscribers since 2020• Reduced Connect2Compete document review AHT 60% by utilizing Robotic Desktop Automation which offset OPEX needed to cover program growth in 2021(~220k in yearly OPEX savings)• Partner closely with Scripting & Routing, and Workforce Management to ensure proper execution of call handling and delivery Show less

• Responsible for ~43% of all sales for Cox Virginia• Grew Inbound Sales Conversion Rate/Close Rate 15% & Net Revenue per Call 32% YOY• Facilitated Time Management, Gap Analysis/Problem Solving & Communication training to Inbound Sales & Retention supervisory staff• Participates in the development of sales strategy and quota setting

• Highest performing Sales Supervisor in 2008 (finishing at 128% to goal for commissions)• Increased Premier CHSI sell-in rates from 3%-7% in 2008 • Created a Performance Calculator that helped supervisors more easily coach sales reps on Close Rate, Efficiency & Net Revenue opportunities

• Increased Customer Satisfaction scores by 15% vs. 2006• Effectively managed staffing and operational budgets for a store of 200+ employees with annual sales totaling $73 million.• Responsible for transactional compliance & accountability along with maintaining HR documentation.

• Increased Store Services Revenue by 40% YOY• Oversaw all aspects of the “in-home” customer experience, including Magnolia Home Theater professional installation, Geek Squad service and repair, appliance installation, car audio installation & Best Buy delivery services.

• Increased Customer Satisfaction scores by 10%• Developed business plans to increase profitability in a fast paced retail environment that exceeded $45 million in annual sales by analyzing reports and gaining feedback from customers (internal & external)