Oversees the following Silver Roof departments: Operations, Customer Service, B2B and Finance.Silver Roof is a search engine providing a better way to discover senior living & senior care. Hassle-free & free to use. Learn more at https://silverroof.com/

Established and operated 3 small business enterprises grown from $0 to a $500,000+ organization.Grew the customer file by 11,206 by facilitating an average of 5,750-7,130 customer interactions a month. Licensed Real Estate Agent (as of July 2014)Responsibilities & Proficiencies: Operations, Marketing, Vendors, Customer Relations, Quality Assurance, Employee Management, Inventory, Site Management, Building Management and Acquisition, Weekly Staff Meetings

Omnexus – Director of Global Customer Care Promedix – Director of Operations / Customer SupportYsource – Director of Customer SupportEstablished and ran all aspects of operations / customer support activities in E-business environments.Planned and implemented customer support strategies with senior management.Planned, purchased, and implemented various CRM solutions.International management experience simultaneously overseeing the activities for staff… Show more Omnexus – Director of Global Customer Care Promedix – Director of Operations / Customer SupportYsource – Director of Customer SupportEstablished and ran all aspects of operations / customer support activities in E-business environments.Planned and implemented customer support strategies with senior management.Planned, purchased, and implemented various CRM solutions.International management experience simultaneously overseeing the activities for staff in the US and Europe. Trained and developed customer care teams focused on quality and world-class customer support balanced by the financial needs of growing businesses. Show less

Consolidated 3 regional customer support centers into 1 national center resulting in the increased capacity for inbound calls by 188% (800k vs. 2.3M) over all product linesAveraged answering over 80% of inbound calls in under 20 Seconds with and abandoned rate of 3-5%Lowered the average dollar amount per concession through customer service representative (CSR) empowerment and customer relations trainingSr. Management for 600+ Sony representatives and 120+ outsourced… Show more Consolidated 3 regional customer support centers into 1 national center resulting in the increased capacity for inbound calls by 188% (800k vs. 2.3M) over all product linesAveraged answering over 80% of inbound calls in under 20 Seconds with and abandoned rate of 3-5%Lowered the average dollar amount per concession through customer service representative (CSR) empowerment and customer relations trainingSr. Management for 600+ Sony representatives and 120+ outsourced representatives covering an additional 8 product linesRepresented Sony Electronics United States at conferences from Sony Consumer groups from around the world including Europe, Asia, Africa, Canada, South AmericaManaged a team of 10 trainers used to train the CSRs on new productsManaged a team of 26 that represented the highest level of escalation at Sony and represented all consumer product PresidentsManaged a small team (<10 people) responsible for knowledgebase developmentImplemented SWAT team of representatives that handled all “Hot Issue” calls Designed functionality for CRM Program Sony stock increased 53% over the duration of my employment in this positionResponsibilities & Proficiencies: Telephony Team Partnership, Technology Support Implementation, Customer Relationship Management (CRM), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Voice Response Unit (VRU), National Customer Satisfaction, Executive Referrals, Web-based inquiries, Performance Observations, 3rd Party Call Centers, Reporting, Executive Feedback, Quality Assurance, Performance Observation & Development System, Coaching, Training, Consumer Product Line Management, Computer Product launch Management, Customer Relations, Process Development, Call Development, Public Relations, North America Zone Show less

Sr. Management team responsible for designing and implementing a repair hub for the NE United StatesManaged daily logistics between 5 locations- New Jersey, New York City, Washington DC, Philadelphia and the repair hubSony stock increased 40% over the duration of my employment in this positionResponsibilities & Proficiencies: Inventory Management, Stock Repair Part Ordering, Shipping, Receiving

Determined the customer-centric locations for 26 service centers across the nationResponsibilities & Proficiencies: Data Analytics, Location Planning, Building Layout Planning, Budget Management, Customer Profiling, Customer Modeling

Responsibilities & Proficiencies: Factory Collaboration, Inventory Allocation for Sony Canada & Sony US