Evolytics is evolving analytics by inspiring people to use data in ways that make a difference in the world. With a focus on optimizing consumer experiences and strengthening business growth, Evolytics works with world-class brands to support data initiatives that span the data lifecycle. Capabilities include: Measurement Strategy & Planning, Data Audits, Analytics Implementation Services, Data Engineering, Reporting & Analysis, Data Visualization, Testing & Optimization, Predictive Analytics and Customized Training. To learn more about Evolytics, visit www.evolytics.com.

Led customer service operations directing up to five supervisors who oversaw department of customer service representatives and support staff. Department serviced customers of various travel protection plans, providing sales and customer service via multiple channels. Enhanced customer experience utilizing various technologies and processes, B2B problem resolution.● Partnered with various stakeholders to develop and implement transition and testing plan to ensure successful call center migration● Utilized available call flow scripting and technology to reduce hold times, increase customer service, and increased self-service options● Enhanced reporting to increase data availability and accuracy, reduce preparation time, and allow better analysis of key metrics at individual, team, and departmental levels● Improved various metrics using Lean and other methodologies including standard operating procedures, process confirmations, knowledge management, incentives, and greater accountability● Reduced pain points for workflows resulting in faster processing, increased accuracy, less rework, and increased customer satisfaction

● Reduced database complexity and errors to increase data availability to various departments including purchasing, accounting, manufacturing, customer service, and support center during system migration.● Led cross functional team to identify opportunities to streamline processes and improve quality.

Co-managed department selling more than $15 million in garage doors, providing warranty & technical support, vendor support, subcontractor management, AP/AR functions, and customer service to customers of national retailers including Lowe’s, Costco, Costco.com, Sears, and Sam’s Club.● Grew B2B partnerships from three to eight by managing teams to ensure a consistently high level of service, order entry support, contractor performance, and increasing efficiencies.● Improved subcontractor performance by implementing new recognition program and coaching substandard performers. ● Increased employee retention rate utilizing a program resulting in increased quality of those interviewed, more strategic hiring decisions, strengthened onboarding, and increased individual engagement.

Responsible for team handling customer service inquiries and order processing for garage doors● Managed integration of diverse sales business programs into existing customer service site● Assisted in training employees to ensure the success of new sales program● Built strong relationships with retail partners while serving as liaison for various levels of management

Managed team providing customer service and selling various products to credit card holders for various national retailers including GAP Inc., Lowe’s, PayPal, and American Eagle.● Reduced site waivers defect rate by more than 80% using a variety of interactions with leadership team, frontline employees, and other stakeholders. Partnered with leaders at off shore site to reduce defect rate.● Increased sales rates and service quality through incentives, coaching, and mentoring.● Six Sigma Green Belt Certification

Led various teams providing inbound customer service, outbound alarm emergency dispatch services, floor training, onboarding, interviewed and hired new team members, evaluated team members.● Improved service levels, while increasing quality scores through mentoring, coaching, huddles, and incentives.● Increased adherence to policies & procedures through individual coaching, team meetings, redesigning and streamlining processes, and clear presentation to frontline employees.● Improved retention rate through proactively soliciting team member feedback and mentoring.● As assistant team manager, partnered with management in administration, coaching, and development, designed and created job aids and quick reference materials to increase efficiency and standardization.● As customer service representative, handled various alarm and trouble signals, handled incoming customer service inquiries.