Responsible for the overall customer service and sales activities through phone, email, chat, fax, and EDI. Focusing on process improvement and quality while delivering a high level of customer service. Developed Order Management process to improve order tracking, status, order fulfillment and on-time delivery. Resulting in 30% improvement in on-time delivery.Upgraded Phone and Chat platform to improve customer experience. Chaired Return multi-departmental team to review monthly returns, identify issues, recommend changes and implement new processes to improve the customer experience.Continued review of processes, add/modify processes to improve customer experience and/or decrease cost. 30+ processes added or modified.Developed new team organization to improve customer support and build external customer partnerships.Initiated internal process to support external sales team resulting in faster response times. Department lead in new ERP system transition and launch team.

Expedite and prioritize daily customer orders, issues, emergencies and special requests.Partner with Marketing, Operations and Corporate to ensure the ultimate customer journey.Develop and implement customer service policies and procedures.Lead initiatives that increase the overall customer service. Develop external business relationships to support our overall Corporate and Marketing strategy.Create and maintain a culture of continuous improvement.Partner with the Operations team to ensure all customers receive a high quality product and on time experience.Hire, train and develop a strong customer focused team to support Xedo.com

Manage two inbound Sales and Customer Service contact centers located in GA and FL supporting four specialty retail brands. Responsibilities include all KPIs for phone, chat, email, social media, sales and supporting admin teams. With a strong focus on customer service and sales, additional responsibilities include managing the WFM team which includes staffing, forecasting, hiring, data, analysis, process and budget management. Direct reports of two managers, one Analyst and one EA with additional Operations and Specialty Teams staff of two Supervisors and 62 Specialists. The Operations team supports 437 Associates (including 59 Remote Agents), 26 Admin Specialists,16 Supervisors and 4 additional managers. Senior Manager Contact Center 1/10 – Current• Increased Phone Service Level KPIs from 85% to 92% and while obtaining new Service Level objectives reduced abandoned calls to less than 2%. • Developed 24/7 sales and support plan for Phone, Email and Chat• Partnered with IT Department to create an internal Technical Help Desk for stores resulting in a 19% percent increase in First Call Resolution, decreased speed of answer by 12.5 minutes and reduced max delays of 10+ minutes to >1%.• Created and developed an internal escalation process for our Associates that provide Q&A solutions on policy and process inquiries as well as an escalation path/process for external customers. • Partnered with Distribution Team to develop an employee recognition program for Chico`s Georgia Campus.• Created “Holiday/Peak Season” plan that included cross-functional teams to provide leadership up-to-date information on staffing, shipping plans and sales strategy during holiday/peak planning and implementation months.• Increased contact center staff to 300+ Associates while reducing attrition by 40%. • Designed and managed build out of 30,000 square foot contact center which includes a strip mall design for product display, training and with a capacity of up to 300 seats.

Contact Center Manager 1/07 – 1/10• Developed Agent Scorecard to track productivity and quality providing a tool to manage day-to-day business as well as weekly, monthly and annual trends.• Partnered with internal project team and vendor to implement Chat service on web pages for all brands.• Created manual staffing/scheduling model to improve inbound phone service level objectives.• Managed DTC Returns which resulted in reduced customer returns processing by 123% and decreased customer service contacts regarding returns.• Increased Contact Center staff from 18 Associates to 150 Associates.

Sony Electronics Inc., Fort Myers, FL 9/96 to 1/06Operations Manager Responsibilities included the overall KPIs and performance of the IT department which included 10 Supervisors, 119 first level Technical Representatives, 52 second level Technical Specialists, 19 second level Consumer Specialists, 10 Telecommuters and a Business-to-Business team of 27. Tier II and Business-to-Business Department Manager 4/00 – 1/06• Created Scorecard to combine multi-reports into one report providing Supervisors with a tool to manage day-to-day business as well as weekly, monthly and annual trends.• Improved Average Speed of Answer by 3.5 minutes.• Developed Help Desk Process that decreased tier II escalations by 43%.• Developed and implemented cross-functional team with Training, MIS/Systems, Telco, PC and Consumer Departments to improve consistency, processes and communication.• Six Sigma Projects (8 completed) include savings of $3M+.National Customer Relations and Audio Department Manager 4/98 – 4/00• Provided executive level customer service support to Office of the President and Japan HQ. • Created a high level Customer Service Escalation Team to handle day-to-day customer issues resulting in a 53% improvement in turn-around-time and improving the customer experience.Audio Department Manager 9/96 – 4/00• Developed sales strategy for incremental parts sales through in bound customer service representatives which resulted in a 55% increase in overall sales or $9M annually.• Created and implemented a Performance Evaluation process for Supervisors which improved employee communication and built consistency in measuring employee performance.

Colgate-Palmolive Company, Smyrna, GA 2/92 – 9/96Customer Service Account Executive – Team LeaderResponsibilities included Customer Service, Logistics, Inventory and Warehousing functions for order management, which included meeting customer requirements while satisfying corporate goals. Southern Region Team Leader 2/93 – 9/96• Established and managed a team cluster group incorporating Customer Service, Distribution, Inventory and Warehousing, resulting in a reduction of the internal order cycle time by 18% and improved Customer Satisfaction.• SAP implementation team member. Two year project. • Developed and implemented a task force that addressed third party warehousing issues resulting in a 13% increase in warehouse performance levels.Northern Region Team Leader 2/92 – 2/93• Instituted processes to improve order lead time which resulted in a 14% improvement.

General Electric Company, Atlanta, GA 6/77 – 1/92 Customer Relations Manager 4/90 – 1/92Managed six Customer Relation Specialists and 75 Customer Service Representatives providing support for 575 Field Technicians in 20 service areas located in Alabama, Georgia, Tennessee and North and South Carolina.• Developed and implemented Customer Service Training Program that increased productivity by 30%. This program was later adapted for use in all 114 GE service locations.• Reduced customer response time from 14 days to two hours resulting in accommodation cost reduction of 33%.• Facilitated Call Center “Work Out” programs that increased productivity, customer satisfaction and employee morale including decreased absenteeism.Center Area Manager 3/87 – 4/90Responsibilities included training, quality, productivity and budgets for all service activities including management of three Dispatchers, two Customer Relation Specialists and 21 Customer Service Representatives. • Developed and implemented consolidation plans and processes for GE/RCA merger which included all Southeast area call centers, dispatch and customer relations departments.Parts Manager – Major Appliances 11/82 – 3/87Managed a retail/wholesale parts and service location with two direct reports. • Increased annual sales from $259,000 to $600,000.