As Director of Customer Solutions, my role was to lead the strategy for customers, professionals, and consumer-facing activities revolving around order management, warranty, and customer care. I created support programs, training initiatives, and metric management to meet departmental objectives. In response to the reception of new technology-based products in the marketplace, I co-chaired and implemented a Concierge Service program that included determining test market KPI’s and analysis, advanced training curriculum development, and follow-up programs to continuously improve the customer experience. I managed daily operations via glass house metrics and traditional management by walking around techniques. Using both qualitative and quantitative evaluation, we persuaded leadership to change long-held beliefs over replacement part obsolescence policies. Working with cross-functional teams we were able to identify and change the accrual for warranty expenses. Additional improvements were also identified utilizing continuous improvement techniques, kaizen, process mapping, and A3 analysis, reducing warranty expense and warranty accrual. Plus, by coordinating the Customer Solutions team with Supply Chain and Logistics teams, I co-chaired the first Service focused corporate strategy for Delta Faucet Company. Ultimately, I am at my best when I can leverage the opportunities that are identified within the organization with the abilities of individual contributors, and provide creative options. My ability to organize and execute departmental strategic plans has led to personal development programs, career ladder advancement, and team empowerment. That focus led to improved customer satisfaction, and enhanced inter and intra-departmental communications for the organization.

As Senior Manager of Consumer Engagement, my focus was on improving BPO call center metrics, as well as identifying and implementing a new support program for the bathing products that were acquired. I utilized my project management skills to identify and onboard a new contact center, which included contract negotiation, change management, and daily operations management. Following the acquisition, we evaluated policies that were in place and utilized continuous Improvement skills to reduce warranty and shipping costs related to bathing products. My customer care focus is for both internal and external customers. I pride myself on being able to balance multiple projects, whether identifying opportunities and coaching team members, or partnering with other departments and vendors, ultimately improving the customers' experience with our company.

MBA from the Kelley School of Business, Indiana University. In addition, I coordinated a new Career Management program to help improve the marketability and career advancement opportunities of graduate students going forward.

I was very fortunate to have had the opportunity to join this fast-paced, high growth tanning business during its early stages. I was an integral member in many areas of the company through the years, with a focus on customers, via sales and marketing positions. As a confident, self-directed leader I was able to merge our core abilities and customer requirements to coordinate successful strategic plans Provided strategic guidance to all entities. I coordinated and presented overall financial and operational analysis to Board of Directors. Interviewed and hired Chief Financial Officer. Chaired shared service committees including Information Technology upgrades, Human Resources, Insurance negotiations, ERISA compliance, Financial budget and reporting process. Coordinated Anti-trust and discrimination training for management. Prepared and presented $30,000,000 Bank Syndication to support loan balance.

From 2004 to 2010, I served as CEO and President for New Sunshine lotion companies (Australian Gold, California Tan, and Swedish Beauty). I oversaw all aspects of business performance for the lotion companies. My ability to understand and collaborate with Human Resources, Finance, Marketing, Purchasing, Distribution, and Sales resulted in us becoming the largest indoor tanning lotion company. My responsibilities also included all legal issues and contract negotiations, including acquisition and intellectual property. Prepared, presented, and negotiated the sale of the parent company to equity group in August 2006. Acquired two competitive lotion companies and successfully integrated all aspects into Australian Gold's organization structure. Oversaw all aspects of the lotion companies. Motivated and directed department heads to create a positive, team-oriented business culture. Administered incentive bonus plan for the company. Participated in sales strategy, customer success management, and distributor conferences. Authorized company budget, Account Receivable management, and cash management. Actively participated in all legal issues, including Federal law suits, mediation, intellectual property management, and contract negotiations. Approved marketing and creative expansion. Coached marketing team in various attributes, including Research and Development, fragrance changes, packaging designs, and new product launch processes. Exceeded sales and profit goals.

Expanded Marketing department. Hired Director of Business Development and Product Development management team, to effectively expand the brands. Successfully coordinated sales channel change from direct sales to a distributor sales channel model. Established new marketing programs and training programs to exceed sales and profit goals. Negotiated contracts, coordinated trademark, patent and all intellectual property for the company brands. Administered personnel policies, Reduction in Force decisions and hired as necessary. Created job descriptions. Coordinated International business plan with major effort in South America, Europe, Canada and Mexico. Delegated the coordinated move of all manufacturing to new vendor for better quality and control. Initiated web presence. Coordinated the divesture of ETS into three unique business entities. Food and Drug Administration representative.

Established the marketing department for entrepreneurial tanning company. Created budget and direct marketing advertisements for home tanning beds. Coordinated new product development for tanning lotions and tanning beds. Challenged tanning bed engineering team to create new design, UV output and customer friendly installation products. Organized trade show presentations. Authored industry articles. Forecasted sales units and revenue for production and budget purposes.