Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.Prepares call center performance reports by collecting and analyzing call agents’ data.Evaluates individual performance reviews and overall team effectiveness with upper management.Helps call agents with challenging customer service issues.Monitors team performance and provide tools if necessary.Determines call center operational strategies by evaluating team results and objectives.Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.Meets financial targets by estimating performance requirements and preparing annual budgets.Presents monthly and annual call center action plans and objectives.

Resposible for managing all aspects of an OMNI Channel 7 story flagship door. Manage people, store operations, Digital Retail and store enviornment to achive sales, service, organization, customer satisfaction and profitability goals and maintain operational standards.Manage financial budget, including labor costs and expenses.Manage Head Coaches and develop in store talent.

Over saw and implemented one of Nike's first community doors locations. Managed day to day operations and personel on stores. Ensuring strong expereinces with internal and external athletes. Supported weekly community meetings with local schools and served on the board of Helping Hands of New Orleans.

Effectively managed 35+ accounts, achieving 28% sales growth; led Pinnacle / Pro Revolution installations in Jacksonville, Atlanta, and Syracuse for boosted sales performances. Successfully drove premium brand awareness and presentations for global marketing campaigns, including Nike One Door, P-Series, Nike Plus, Fitness Dance, Air Max 360, and Nike Pro. Led quarterly training sessions with The Sports Authority, Federated Department Stores, and Nordstrom to advance product knowledge and elevate customer awareness / experience and store performance. Oversaw merchandising and training efforts of 22 staff members of The Sports Authority at Gasparilla Distance Classic in Tampa, resulting in a 23% increase in sales.

Over saw 9 different Nike FS Store locations in various retail roles from New Jersey, South Carolina, Georgia, and Florida. I over saw and managed up to 100 athletes and leaders in high volume retail environments. Oversaw and piloted many intricate and important tools and programs we rely on in our current retail locations.