-Strategic account management of global distribution and service centers focused in North and South America, UK, Middle East, and Scandinavia -Develop and monitor sales strategies to achieve monthly and annual sales goals equaling over five million dollars in revenue annually -Offer sales support in the way of product troubleshooting, marketing support, and sales staff training -Identify untapped markets to expand direct and distributor business around the globe -Stay current on clients' business, industry, and key objectives and challenges as a trusted ally in providing value to customers in both the distribution and direct markets -Provide excellent communication skills and a consultative approach to identifying problems and finding solutions-Route and handle sales leads generated through Hubspot to direct sales reps or distributors globally

• Oversee all customer service communication via e-mail, social media, phone, and face to face interaction• Provide account management and sales support for more than 140 worldwide distributors in the outdoor industry including leading companies like Entre Prises and Walltopia • Responsible for mapping out the weekly manufacturing schedule to insure needed inventory is available from week to week as driven by pending and forecasted orders• Control and oversee all finished product inventory including all accessories, which consist of over 50 skus• Manage all incoming and outgoing customer shipments via the company's shipping coordinator by setting daily priorities based off shipping deadlines and available inventory• Prepare international shipping documents including but not limited to commercial invoices, SLI, and Certificate of Origin for both small package and pallet sized orders• Receive and handle all warranty issues for finished products, including troubleshooting, identifying trends and creating solutions, as well as preparing quarterly and yearly warranty overviews• Track product that is overdue for annual recertification along with coordinating the return and servicing of up to 250 units weekly • Streamlined the recertification center’s process to close the gap on lost revenue because of unbilled services performed as well as reducing the turnaround time each that each unit is in house• Responsible for overseeing over 20 authorized Head Rush Technologies service centers based around the globe dedicated to providing annual recertification and warranty repair for all Head Rush products• Oversee all hiring and annual review for the customer service and shipping department

• Manage a 3rd party, 30 seat call center located in the Philippines and the U.S. in addition to a small in house staff.• Created detailed call center reporting, monitoring that all metrics are being hit, recruited, interviewed, hired and performed all annual performance reviews• Responsible for overseeing and working with 3rd party partners that handled chargeback and collections, which resulted in a 70% or better reversal rate of chargeback • Manage various DRTV social media channels in relation to customer service via Facebook and Twitter• Researched, purchased, and maintained new e-mail management system for the department, which resulted in an annual savings of almost $10,000• Reduced and clarified all call center dispositions which helped clearly identify and solve issues customers were having, which allowed me to reduced overall customer contacts by 5%• Participated in weekly meetings focused on marketing offers direct to consumers via IVR and DRTV websites, pertaining to basic product offers, continuity programs, and social media offers• Revamped a save the sale program that produced a 35% save rate, coupled with an 85% stick rate

• Provide sales support to sales staff, customers, and in-house representatives as an integral part of the B2B inside sales team• Responsible for all incoming electronic and manual orders for the Trade Division, ranging from large accounts such as Wal-Mart and Target to small specialty stores via EDI systems• Investigate pricing discrepancies on electronic orders versus outlined pricing guidelines per customer contracts• Provide solutions to limit the amount of customer charge backs and penalties received on shipped goods• Liaison for offsite warehouse to coordinate inventory availability, order pickup and shipping instructions• Lead contact for special Hilton Hotel program established by Gaiam• Look for and identify product returns and buying trends to increase sales efficiency

• In addition to the Supervisor duties below, also managed two internet representatives responsible for handling 1,500-3,000 emails weekly and was responsible for daily call volume monitoring• Liaison between the Gaiam.com retail site and Customer Relations, which included relaying all customer service issues and needed corrections to the web support team, site testing, general trouble shooting and customer advocacy• Acted as transition leader for customer service within new company acquisitions with a customer service department.• Handled three acquisitions requiring unifying policies, procedures and employees into the existing Gaiam call center• Created and monitored a cross sell program that linked accessories in the ordering database to facilitate upsell opportunities, also decreasing call handle time and increasing dollars per order• Assisted in the creation of a scripted phone introduction that resulted in increasing the average calls answered per hour and decreasing average talk time by almost 30 seconds per call• Participated in development of an upsell program that increased revenue for the department by roughly $20,000 and moved an additional 2,000 units of dead inventory in the last 6 months of 2004

Supervisor of Customer Relations, 2000-2002• Team lead for 10-15 customer service representatives• Duties included call monitoring and coaching, HR liaison, attendance and tardy monitor• Performed yearly performance review including the determination of pay increase for each rep

Special Services Representative, 1999-2000• Responsible for handling all service requests related to pre-existing orders, which included issuing refunds, processing reshipment, scheduling package pickups• Additional duties included entering and sorting mail orders, acting as a floor supervisor during off hours and coordinating weekly lunch and break schedules for 15-10 customer service representatives

• Responsible for handling inbound customer service calls, which included taking orders, servicing pre-existing orders, and providing product information

• Manage all day to day operations including but not limited to receiving all inbound e-mails, processing orders, managing inventory, returns, and liaison with offsite warehouse• Created an on-line discount store which reduced all misc stock to below 5% in our warehouse and generated additional revenue.• Built a web presence on-line by communicating directly with potential customers in audio specific forums.• Created a Google Adword campaign on-line which resulted in increased traffic to our site