• Created revenue forecasting and business models including, but not limited to balance sheet, profit/loss statement with three years of projections • Met with and discussed our vision of Garden Grove with city officials from The Richmond, Henrico and Chesterfield County Departments of Economic Development, Licensing/Permitting and Zoning in order to find the best suitable location based on economic, clientele base and business incentives• Gathered with representatives from several… Show more • Created revenue forecasting and business models including, but not limited to balance sheet, profit/loss statement with three years of projections • Met with and discussed our vision of Garden Grove with city officials from The Richmond, Henrico and Chesterfield County Departments of Economic Development, Licensing/Permitting and Zoning in order to find the best suitable location based on economic, clientele base and business incentives• Gathered with representatives from several banking institutions, Small Business Administration (SBA) and crowd funding sources in order to secure capital for development and future expansion• Helped outline and finalize Garden Grove’s Operating Agreement and employee contracts with the guidance of the company’s attorney• Lead the design process including production and taproom layout, coordinated with the architect for the brewery build-out and city inspection process and facilitated meetings with contractors for upgrades/repairs• Aided in hiring process of the Master Brewer, bar/wait staff and front end management; negotiated salary/benefit packages with employees Show less

• Analyzed and delivered metrics around Dominion’s Customer Care Advisors that was used to evaluate employee performance on a weekly, monthly and yearly basis• Played key role in the implementation of Dominion’s new IVR and call handling technology; this included creating new and transferring old reporting over to the new platform, adjustment of call center staffing and working intimately with the new vendor to resolve technical and service related issues• Implemented use of ARCOS… Show more • Analyzed and delivered metrics around Dominion’s Customer Care Advisors that was used to evaluate employee performance on a weekly, monthly and yearly basis• Played key role in the implementation of Dominion’s new IVR and call handling technology; this included creating new and transferring old reporting over to the new platform, adjustment of call center staffing and working intimately with the new vendor to resolve technical and service related issues• Implemented use of ARCOS within Dominion’s Customer Service Center, a comprehensive set of automated communications solutions and roster management system that eliminated 100% of standby pay saving approximately $40,000 annually• Tackled several Six Sigma analyses aimed towards improving Dominion’s performance metrics such as Average Speed of Answer (ASA), Interactive Voice Response (IVR) utilization and Average Handle Time (AHT)• Implemented use of self serve options through Dominion’s IVR, decreasing Commercially handled call volume by 8%• Benchmarked against ninety-five electric utilities from around the nation that participated in the AGA/EEI Data Source benchmarking survey and presented data to management for further analyzing Show less