Valued go-to communications resource and experienced subject matter expert, sought out for strengths in diverse customer experience team support, transparent leadership, and internal and external customer-focused response, delivering proven results using creative, collaborative methods to drive continuous improvement.• Strategic, end-to-end communications and collaborative thought leadership, including process and service policy detail, training support, Help Center web FAQs and engaging intranet content connecting 3K onsite and remote staff.• Manage reference document and standard operating procedures (SOP) in knowledge base used by contact center staff and during new hire training. Review direct user feedback for best practices.• Certified Facilitator, “The QVC Difference” furthering culture and team member development while infusing multi-day interactive and “Reconnect” sessions with organizational values and goals across all levels and areas, including dynamic group discussions, breakout activities and reflection exercises. • Create and manipulate infographics and images for ideal placement in reference materials and visual training, presenting product detail and guiding team member understanding of multi-step processes.• Author brand-infused customer messaging to safeguard customer trust and garner brand loyalty. • Craft and execute customer outreach projects in collaboration with cross-functional teams, acting with urgency, delivering timely updates as well as critical product safety and recall notifications.

• Managed and developed leaders and multiple department teams inspiring outstanding customer-focused service in alignment with budgeted productivity, quality service metrics and attrition levels. Led change and maintained motivation through site closure.• Drove network initiatives, monthly and annual performance evaluations, performance plan management, developmental assessment and new hire and seasonal assignment training. • Helmed Manager on Duty network-wide efforts, pivoting to meet customer needs across all platforms.

• Led and motivated site Quality team, overseeing coaches to ensure outstanding coaching. • Facilitated innovative instruction via customer scenarios and simulation, championing best-in-class service and empowerment. • Coordinated and hosted annual awards offsite banquets within budgetary parameters for over 100 recipients across multiple departments. • Launched and owned contact center intranet site page, building community through recognition and engagement. • Negotiated and rolled out streamlined service expectations, simplifying content and enhancing scoring consistency.