• Manage the execution of Inspection, Factory Assessment, and Social Audit Services in the United States and Canada. • Develop and implement lean initiatives to drive customer satisfaction and efficiency improvements. • Recruit and manage a team of direct reports, including over 20 subcontractors throughout the USA and Canada. • Develop, communicate and implement standard operating procedures for a global network. • Provide leadership for implementation of QA and Health and Safety initiatives.

• Managed portfolio of key accounts, comprising of top US retailers, exceeding revenue growth and global performance expectations year-over-year• Demonstrated predictability of account activity throughout global network to executive leadership through effective forecasting & budgeting• Partner with clients on strategic quality initiatives to achieve company goals• Developed training plans to assist clients with vendor needs within key regions• Facilitated quarterly strategic business reviews with accounts• Supervised client relationship team members

• Global liaison between retailers and labs to ensure effective and accurate execution of client’s testing and inspections needs• Interfaced with clients to continuously assess their expectations against Bureau Veritas’ performance, and resolved or escalated risks and issues as necessary• Developed, implemented and maintained internal and external client documentation, standard operating procedures and quality assurance protocols and standards• Analyzed program data and client performance indicators to identify trends and recommend areas for improvement.• Provided formal training and mentoring to new CRMs

• Handle day-to-day client requests, submissions, questions and issues in a timely and efficient manner• Facilitate maintenance of client documentation and correspondence between the client and the lab• Support labs, technical staff, and other lines of business by providing information to clients and following up on client requests• Engage in business development by identifying potential new business leads• Participate in on-site client visits• Assist with training and oversight of new hires

• Primarily worked to ensure the satisfactory receipt and delivery of appraisal reports to a national client base • Assigned new appraisal orders and followed up on existing orders daily • Trained and supervised new associates• Counseled vendors on performance and areas needing improvement• Recruited and hired new vendors• Created and implemented daily and monthly tracking reports