•Oversee $5M in production operations & customer service in the US & all sales data for a team of 45 including all hiring & training for employees•Participated in line review in collaboration with VP of Sales, VP of Marketing and Product Manager with major retailer to develop all analytics, resulting in winning a $28M contract•Implemented new processes & procedures for operations, sales & finance teams saving the company over $1M•Negotiated & implemented VOIP & cloud-based contact center for US operations•Implemented RMA process, identifying the need for contracts, validating RMA processes, & achieving 30% less deductions•Enhanced operational efficiencies for online warranty registration & tracking for improved targeted marketing, working to reduce the $2.5M in customer deductions and credits•Implemented SOPs for order processing utilizing Microsoft Dynamics, increasing productivity by 40%•Worked directly with VP of Sales and accounting managers to expand sales opportunities by improving product performance and resource allocation through development of forecast models for over$100M in products with key accounts including Lowes, Home Depot, and Amazon, Costco, Walmart •Created sales dashboards for all the accounts & involved in automating POS & sales dashboards to deliver just in time info on product & sales status, increasing productivity by 90%•Increased sales 10% for Lowes by improving inventory management process with creation of advanced inventory tracking formulation for reporting retailer’s inventory levels, increasing sales by $1M•Decreased lead time with reduced staffing from upwards of 14 days to 1-2 days by analyzing time they produce, identifying bottlenecks, & workforce planning, reducing aluminum waste by 40% & saving $10K in costs•Negotiated & reduced freight costs with LTL carriers by 10%•Collaborated with IT and customers to automate order entry & EDI for the Customer Service, increasing efficiency by 20% & saving nearly $35K yearly

ThinkOwl is a cloud-based customer service solution that uses proprietary AI and Machine Learning to improve the performance of your customer service team by:- Sorting, prioritizing, and routing customer requests to the right resource- Learning from your best agents and passing that knowledge to the rest of the team- Automating routine responses, giving your team more time for complex tasks.ITyX automates text based business interactions- email, fax, white mail, documents, social media, chat and co-browse. Our integration with many CRM, ERP, DCM and ACD systems allow us to deliver solutions that help businesses optimize their operations and improve quality by analyzing interactions, integrating content and business processes to ensure the best customer service.

• Managed 15 employees within the sales and financial operations teams, and supervised 40 team members, training them on the CRM and coaching them to manage over 8K customer leads for 4 dealerships in 2 states• Directed and negotiated contracts for customer contact product sales including extended warranties, guaranteed asset protection, and service contracts• Increased internet sales over 500% by designing follow-up process with customers and creating marketing materials, automated emails and streamlining CRM management• Negotiated with banks and financial services, including developing training manuals for finance managers to increase efficiency • Highest per company average for the region for financial product, achieving the top 10% in the region• Consistently achieved least amount of cancellations through properly educating the customer on their purchase• Developed sales training including role planning for overcoming objections, increasing sales efficiency by 40% by leveraging financial products and upselling• Elevated revenue and motivated sales staff through development of incentive programs to reduce older inventory, resulting in increasing employee engagement • Participated in a trade show that resulted in over 1K additional leads by utilizing personalized sales tactics• Consistently ranked as Top Sales Performer for category within state & recognized as Employee of the Month

• Conducted strategic selling to 6K new and existing clients and executed upselling opportunities, including developing weekly advertisements and negotiating with customers or financial institutions • Maintained dealership’s website inventory of 500 units and $3MM in product and served as key team member on project for online video auctions for motorcycles, including photo editing, marketing, and sales• Consistently exceeded sales goals through relationship building and effective sales strategies with emphasis on identifying and meeting customers’ needs, resulting in increasing internet sales by 210%• Performed training and mentoring to team members on sales strategies and operations through new employee training on sales tactics and product training • Worked Daytona Bike Week and Biketoberfest, achieving $114K gross profit from $670K product sales in 10 days • Consistently within Top 3 sales people, achieving upwards of $7.5MM in yearly sales

Managed front and back house operations including customer satisfaction and food quality assurance; supervised 15 team members involving training and development to ensure optimal customer service and retention.• Increased customer satisfaction rates by collaborating with management team on developing and implementing improved operational productivities.

• Provided quality control audits to inspect designated location to meet regulatory standards.• Responsible for on-boarding training employees for store openings.• Managed inventory process for restaurant.• Developed scheduling system to increase operational efficiency.• Provided Human Resources Administration i.e. on-boarding, investigations, terminations• Assisted with projects as assigned by HQ.