Direct and oversee all aspects of AngMar Retail Groups operations, customer experience policies, objectives and initiatives.• Manage adherence to TABC, Health Department, EPO, FBI, ATF agencies• Multi-Site leadership• Create a culture of customer service excellence• Identify performance gaps, and initiate steps of hospitality across five unique business models• Developed a Net Promotor scoring system to measure customer experience• Realized a net increase in NPS score of greater than 200%• Establish policies and procedures that result in high quality service delivery• Designed and implemented consultative sales concept• Designed and implemented customer experience training• Oversee social media sentiment• Developed customer loyalty program across retail group• Process/Procedure development and implementation

Direct and oversee all aspects of AngMar Retail Groups customer experience policies, objectives and initiatives for:Southern Oaks Golf & Tennis ClubFat Daddy'sSmokey Mae's BBQHouse of Hot RodsAutoWorxMarksmen Firearms• Create a culture of customer service excellence• Identify performance gaps, and initiate steps of hospitality across five unique business models• Developed a Net Promotor scoring system to measure customer experience• Realized a net increase in NPS score of greater than 200%• Establish policies and procedures that result in high quality service delivery• Designed and implemented consultative sales concept• Designed and implemented customer experience training• Oversee social media sentiment• Developed customer loyalty program across retail group• Process/Procedure development and implementation

Policy and Procedure/Customer Experience manager for loan origination channel.• Prepare legal and compliance responses when state or federal audits are initiated• Manage technical and legal writers, ensuring institutional policies and procedure are updated by regulatory, business or technological change requirements.• Operational management of PNPs during corporate projects – delivering streamlined and user friendly process improvements, while managing to state and federal regulatory needs.• Customer and Employee experience management – driving initiatives to meet institutional JDP goals.• Channel support for Sales, Processing, Underwriting, Closing, Compliance and Marketing departments.

Sales & Service Product Manager with overall management of a leading industry CRM application, utilizing my combined industry and product development experience along with the entire SDLC to drive change, increase internal profit margins as well as implement best practice solutions in multiple financial institutions throughout the U.S.• Developed ‘Omni’ web based solutions to complement a 360 degree servicing platform.• Successfully implemented CRM solutions in the financial centers of multiple top 50 banks.• Sales Division support and demonstration of ARGO applications to Executive Management teams at leading Financial Centers resulting in over 100MM generated in additional contract and licensing fees.• Direct involvement in all phases of client implementations which includes project management, product education, gap identification, design and requirement gathering, documentation, testing, training and pilot support which improves upon time to market and consistency in the SDLC. • Independently create marketable product designs based upon industry best practices and relevance to ever changing market conditions, which assists clients in improving efficiencies, increasing profitability and productivity while reducing overhead and spending. • Assist clients in developing Business Cases used by Executive Management to support customization and product expenditures. • Participate in annual Advisory Boards and IT Conferences which are used to communicate latest application design and functionality.

Sales and Service Operations Director with overall management of Inbound/Outbound deposit and lending sales and service departments: driving customer experience, shareholder returns as well as employee engagement.• Increased NPV/revenue generation >40% through implementation of strategic initiatives including S2S referrals, new account Online setup, sales practices as well as developing exempt coaching expectations minimizing reliance on marketing resources to drive revenue. • Achieved >90% employee engagement scores by managing expectations, setting and effectively communicating strategy and holding exempt staff accountable to the employee experience.• Increased cSat (customer satisfaction) scores to >86% by utilizing tactical enhancements to training, improving employee engagement as well as soft skill coaching.• Implemented a performance index - tracking behavioral metrics of both exempt and non exempt staff• Effectively managed through multiple organizational and operational changes - including turnover in executive management.• Reduced employee attrition through strategic hiring, training, engagement and process improvements.

Sales & Service Contact Center Product Manager with overall management of a leading industry CRM application, utilizing my combined industry and product development experience along with the entire SDLC to drive change, increase internal profit margins as well as implement best practice solutions in multiple financial institutions throughout the U.S.• Successfully implemented CRM solutions in the financial centers of multiple top 50 banks.• Sales Division support and demonstration of ARGO applications to Executive Management teams at leading Financial Centers resulting in over 25MM generated in additional contract and licensing fees.• Direct involvement in all phases of client implementations which includes product education, gap identification, design and requirement gathering, documentation, testing, training and pilot support which improves upon time to market and consistency in the SDLC. • Independently create marketable product designs based upon industry best practices and relevance to ever changing market conditions, which assists clients in improving efficiencies, increasing profitability and productivity while reducing overhead and spending. • Assist clients in developing Business Cases used by Executive Management to support customization and product expenditures. • Participate in annual Advisory Boards which are used to communicate latest application design and functionality to existing clients.

Business Technology Development Manager - Product/Process/Change Manager - Product manager for design, development, implementation, testing, training as well as the installation of numerous application releases in the contact centers. This also includes providing final approval for all applications being released to the Telesales businesses and troubleshooting all applications being used.• Successfully implemented CRM solutions in Contact Center and Branch offices as a core project member of Siebel and Genesys design/development committee, which included governance, capturing and documentation of business requirements, development, use case design throughout the SDLC.• Well versed in banking and CRM and Telephony applications such as Touchpoint, RoboHelp, Siebel, Witness, Test Director, Genesys OCM and dialer management, Workforce Management, Lucent CentreVu and WebPhone.• Knowledge and support of multiple business units across financial centers including Sales & Service Contact Centers, MIS, Quality, Learning and Development, Technology, Channel Support, Marketing and Client Services, in a Technology Project Management role throughout multiple project lifecycles and am familiar with Six Sigma logic.• Instrumental in the move of the entire call center enterprise of approximately 1500 employees and six lines of business from New York to Texas into a new state-of-the-art facility as a primary contact for all technology needs in the Telephone Sales and Service environments.

Contact Center Site/Division Manager – direct management of exempt and nonexempt staff in the sales and service contact center, which included day to day customer facing agents, supervisors and team leads. • Directed the operation of Inbound/Outbound Sales Division for Consumer and Small Business contact center handling 20 million customer contacts annually• Achieved greater than 80% service level and 90% customer satisfaction results monthly. • Created monetary transfer process resulting in additional deposit growth of 20 million for profit center.• Managed telephone bankers and managers, including all bank procedures (payroll, performance management, written documentation processes), coached and counseled bankers, job coaches and managers, to improve sales and service performance and develop career growth.• Contact/Call Center subject matter expert, well versed in all aspects of inbound and outbound service, sales and support procedures, functions, analysis and reporting in a high volume/staff capacity• Overseeing, approving and planning of cost efficiencies; budget planning and preparation; setting policies and procedures; directing, analyzing and reducing workloads; maintaining staffing levels; monitoring and improving levels of productivity and quality throughout the company; ensuring customer care standards are met in an ever-changing, fast-paced, growing environment.