•Interact with clients and Senior Management daily•Review, investigate and resolve client concerns in a timely manner•Negotiate resolutions with clients and bus depots that creates a positive outcome for the client and a profitable one for USC•Partner with dispatch Manager to reconcile client concerns•Independently operate and manage the entire Customer Care Department •Provide monthly reporting to Senior Management including average profit margin for trips with complaints, average dollar amounts we recovered, and client sentiment.•Implemented strategies around reconciliation of complaints that have increased revenue for the Company•Foster open collaborative relationships with all levels of the organization including the CEO•Implemented “Best Practices” resulting in seamless interactions•Conduct weekly meetings for Senior Management to keep them abreast of urgent matters

Lush Handmade Cosmetics October 2018-PresentStore Manager • Directs the overall operation of luxury retail store averaging $75,000 in monthly sales.• Provides strong organizational leadership for the team, resulting in significant gain in employee morale, productivity and sales production.• Supervises team, including hiring, firing, conducting performance reviews, and awarding of bonuses.• Trains staff to ensure they are inspired, motivated, and ready to provide an exceptional customer experience.• Provides strategic guidance and direction for overall business efforts.• Maintains business accounting, budgeting, and forecasting revenues.• Delegates tasks and projects to ensure staff development and career growth. • Oversees the accurate reporting and recording of inventory, completion of product orders, and processing of deliveries through regular reviews of best practices.

• Select, interview, retain and onboard talent• Interpret policy and procedures for personnel and ascertain compliance• Coordinate and implement orientation programs for all new hires• Create and maintain positive relationships with internal and external customers• Coach and develop a staff of 50 brand ambassadors• Provide and educate associates on outstanding customer service and engagement• Create and implement strategic schedules to optimize business• Reconcile time cards and manage payroll on a daily basis• Performance management and counseling • Analyze situations and provide solutions

• Transferred from Watch Station to Fossil due to relocation• Increased conversion by 20% to previous year by introducing an impactful customer engagement strategy. Ranked number 2 in the District for Conversion• Mentored, Managed and Developed staff to elevate behaviors resulting in a positive impact on the business increasing sales and KPIs. • Implemented a numerical system resulting in an effective and timely replenishment strategy.• Managed, mentored and retained a staff of 30 associates.

• New Store projected to do $6 Million in sales. Increased sales by 20% propelling the store to the number 1 store in the district. • Recruited. Onboarded and Retained top talent.• Identified opportunities that elevated the shopping experience of our Guests. • Identified Loss Prevention opportunities and implemented best practices to reduce.• Assisted in new store openings and the training and development of New Store Managers.

• Implemented and executed recruiting and hiring strategies. • Identified opportunities with the Point of Service System partnering with Corporate to implement and execute. • Coached, mentored and trained a staff of 400 associates.• Conducted weekly orientation classes.