Report to Senior Director. Responsible for managing a team of 14 - 18 direct reports.Responsible for managing KPI's and streamlining lead conversion.Team building and people development.Implemented charitable program..Consistent Top Performer.

Personalize Me, ETC, is a graphic apparel online business in the start-up phase. Set-Up business according to business plan. Established relationships with all professionals and vendors needed to keep business in compliance and operations running smoothing. Final say in the creative design and selection process for merchandise to be sold. Manage budget and operations plan.

Reported to the Director of Operations. Served as the primary liaison for Operations with all departments.Responsible for ensuring prioritization of technical requests and product enhancements for Operations. Served as Project Manager and Trainer for Operations transition to corporate headquarters.• Lead for phase 2 of decommissioning Client and Customer Support departments for post-sale transition to corporate. This included scope of work, knowledge transfer, documentation, remote… Show more Reported to the Director of Operations. Served as the primary liaison for Operations with all departments.Responsible for ensuring prioritization of technical requests and product enhancements for Operations. Served as Project Manager and Trainer for Operations transition to corporate headquarters.• Lead for phase 2 of decommissioning Client and Customer Support departments for post-sale transition to corporate. This included scope of work, knowledge transfer, documentation, remote training and support. • XML support of 9K properties approximately 30% of overall property inventory.• Integral part of quality testing and bug reporting for new website design. Show less

Reported to CFO/COO (2 yrs.) and Senior Manager of Operations (1yr.)• Managed 2 core Operations departments with 12-18 direct reports in addition to remote management of 2 outsourced (domestic & international) programs: Lease Conversion and Live Chat.• Acting Product Manager for Prepaid Visa reward card program and outsourced program.• Integral part of designing and testing workflows for Salesforce CRM.

Reported to CFO/COO. Supervised 3 core Operations departments in addition to remote management of Outsourced Lease Conversion Program.• Implemented and developed Outbound Billing/Collections team.• Improved client and customer “called to action” response rate.• Negotiated 10% decrease in cost for 3rd party call center resulting is an annual savings of 4K. • Assisted with implementation of automated dispute resolution system as well Kana email platform.

Reported to Director of Operations. Supervised Renter Support and Content Review teams in addition to remote team for outsourced Lease Conversion program. Responsible for optimizing and communicating renter customer experience to internal teams. Ensured timely content review and activation of property listings.• Training and support of Outsourced Lease Conversion Program.• Increased full-time employee availability by merging Content Review and Property Support Teams.• Increased… Show more Reported to Director of Operations. Supervised Renter Support and Content Review teams in addition to remote team for outsourced Lease Conversion program. Responsible for optimizing and communicating renter customer experience to internal teams. Ensured timely content review and activation of property listings.• Training and support of Outsourced Lease Conversion Program.• Increased full-time employee availability by merging Content Review and Property Support Teams.• Increased lease conversion by 0.5%. Show less

Reported to Director of Product. Essentially worked as a Product Manager, responsible for leading the Renter Support team and communicating the renter experience to internal teams.• Decreased email, fax, and phone queue responses time by 35% with automation.• Decreased seasonal operational cost by 2 FTE’s by streamlining processes.• Improved operational relationship between Renter Support and Collections teams.

Reported to Supervisor of Renter Support team. Responsible for responding to customer inquiries via email, phone, and fax.• Introduced best practices to start-up Customer Support and Call Center.• Implemented software training for Operations groups.

CBE Technologies, Inc. is a vocational school. Reported to Owner/CEO. Responsibilities included managing all aspects of business including proposal writing to secure funding for training, admissions, and placement of students. In addition to training coordination for the Department of Defense and Corporate training.