I was hired on as a supervisor at a very tumultuous time of growth for a small internal Service Desk. I joined a team tasked with merging two very unique, yet the same, legacy call centers into one super call center. We more than doubled our team. I was involved from capacity meetings, to facility meetings, infrastructure, and licensing, sharing responsibilities with the team. I was also chosen to build out a new Tier 2 department, with its eyes on the future of our call center, both in First Call Resolution, but more importantly, in growth and FTE volume. We built a unique Liaison/Tier 2 team, who helped bridged gaps between 3rd level techs and the affected customers. All this whilst running a team of 20+, and driving individual analyst performance through reporting, coaching, creating metric driven contests, and most importantly, using ITIL strategies to run Major Incidents both while in house and on a 2 week 24/7 on call rotation.

I oversaw huge growth, and all aspects of a full service BPO Contact Center with over 2 million unique inquiries annually, managing both fulfillment and compliance elements as well. I researched and procured vast change management both reactive and proactive. I led multi-departmental change initiatives, which encompassed new and existing tools, procedures, essentially anything that hindered a perfect customer experience, key metrics, fulfillment or compliance. And importantly, established expectations for department Supervisors, Team Leads, and Service Agents around productivity and quality of work.

Managed a 200 seat multi brand, BPO contact center with over a million contacts annually. Managed the Napster account, and Vonage account completely, including fulfillment, staffing, payroll and compliance aspects. Consulted in house for new accounts and as a liaison between new accounts and workforce management.

Complete career change - I went from managing Service Industry to managing Customer Service - I started as a CSR and after creating a Technical training manual, was promoted to Lead Tech agent. Took on fulfillment responsibilities, distributing, packaging, mailing 10k pieces a month. Worked directly with the Business Operations for Bulk mail at Orlando Main Post Office.

Rock Bottom owns multiple brands in the nightclub and restaurant/brewery industry. They are a homegrown company who believes very strongly in the customer experience with constant lagniappe, and exceptional care taken to every detail, to present the most relaxed, enjoyable experience possible.I started as the lead host for a dueling piano bar, within 3 months I was a supervisor with key/safe access. After 9 months I was Front House Manager, reporting directly to the General Manager, managing a staff of over 30 employees.PLEASE SEE MY FULL RESUME ATTACHED TO THIS PROFILE, THANKS.

I co-owned a small, 7 person redesign and remodel company operating both in Taos and Denver as a side business, concurrent to me working 40+ hours as well. In just under 3 years we completed over 80 projects ranging from complete bathroom and kitchen remodels, building decks, resurfacing floors, finishing basements, to minor repair work from storm damage. Bid out all jobs categorizing both Labor and Materials, set price per foot on all jobs Purchase all supplies for all jobs, hire any/all sub-contractors  Quality Control and inspection, permit pulls Program Management (frequently running 4-5 jobs at once) Scheduling/Payroll/HR Handle all financial aspects of company including marketing and sales Tradeshow rep

This was my 1st job and i worked there throughout High School and College- Create/distribute/collect all cash drawers, balance till/books and perform bank drops nightly Host/maintain employee outings/contests to strengthen employee engagement Attend Manager meetings to share Customer Experience and gather training to disseminate Maintain all standards/metrics associated with waste control/quality control 100% on secret shopper/corporate audits, Employee of the month 11 times at 3 different stores