Contracted Delivery System Superiorization. Booked through June 2015.

Planned, organized, staffed, directed, and controlled the day-to-day operations of a very busy “Adult” retail eCommerce customer service department and customer contact center. Analyzed operational performance through direct observation, interpretation of reports and collaboration with others. Determined opportunities for improvement of key metrics and executed action plans to achieve results. Established higher service standards by incorporating advanced quality metrics to capture the essential qualities of high-level service. Significantly improved employee retention and development with strong mentoring and coaching programs. Played key role in the implementation and training for new ERP (MAS500) & CRM (SalesLogix) software systems.Assessed product and system deficiencies. Conducted root-cause investigations concluding with reports to executive management for process correction. Performed corporate project management tasks, software modification and systems implementation. Fulfilled the management role for the Return Materials team, responsible for all things RMA: policies and procedures, contract review and authorizations, material testing and disposition, inventory management and analysis.

Daily leadership of mid-level management staff, administrative and warehouse groups. Responsible for the overall direction, coordination, and evaluation of the unit. Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws. Key responsibilities included: recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; staff performance appraisals and employee development plans, employee and customer relations.

Directed daily activities for Customer Service Representatives and support personnel in multi-contact ACD service center for industry leading landscape lighting manufacturer. Established corporate quality control metrics ensuring best business practices. Designed training programs and media. Designed and implemented improved processes, including order entry and inventory control. Implemented EDI partnerships with major retailers.

Assessed product and system deficiencies. Conducted root-cause investigations concluding with reports to executive management for process correction. Performed corporate project management tasks, software modification and systems implementation. Additional responsibilities included fulfilling the management role as return materials team leader, responsible for all things RMA: policies and procedures, contract review and authorizations, material testing and disposition, inventory management and analysis.

Managed busy, full customer contact, service and sales center for international sporting goods retail supplier. Accomplished management functions and directed operations as a working supervisor. Screened, hired, trained and supervised employees. Assigned projects and tasks. Ensured standards and evaluated performance and productivity. People oriented approach to daily activities ensured high levels of productivity and customer delight. Managed every conceivable situation with a level head. Oversaw all aspects of order & data entry. Direct supervisor of 12-16 representatives and support staff. Responsible for department budget. Wrote and implemented policies and procedures.