Responsible for the successful launch, growth and support of a Fortune 100 Digital Entertainment client with a focus on expansion into additional lines of business and product platforms. Partnered with Product, Marketing, Sales, Ontology and Technical Development teams to implement new SaaS product within the BPO landscape.• Launched dynamic Voice SaaS product which yielded conversion lift.• Won international call center for existing domestic client which maximized ROI, client adoption and program engagement• Proactively analyze data, trending and provide holistic reporting and recommendations to promote optimal behaviors and productivity.• Project manage new client launches across all Client, Internal and BPO teams.• Ensure all requirements and expectations are aligned between client and dev release cycles.• Guide and support Sales in development of contract renewals.• Provide technical acumen at the leadership level to solve and mitigate risks.• Promote collaboration and accountability across work all streams. • Continuously building robust relationships at all levels: Executive to Agents.• Meet if not exceed all deadlines and objectives both internal and external.• Assigned additional initiatives by Senior Leadership as appropriate.

Managed internal and Client C-Suite-to-Store relationships to deliver product enhancements, new program launches, and drive year-over-year performance growth within a Fortune 20 Retail Client. Oversaw merchandising execution, inventory management and marketing strategy integrating timelines, production, budget and partner support to deliver new launches to Associate and Customer facing audiences. Participated in sales goal setting and provided strategic guidance to maximize sales effectiveness. Provided regular training and guidance on merchandising execution for Associates at +1900 stores. Managed the Marketing Development Fund and multiple internal budgets across the Client and internal landscape. Supported forecasting needs, daily Client touchpoints and quarterly business reviews to ensure alignment on fiscal, operational and program improvements. Optimized client relationships to increase visibility of store execution opportunities within the Client organization, leading to enhancement in support, training tools and strategic planning. Ensured timelines were managed and potential risks were mitigated in the processes• Consecutively exceeded account growth plans from 2015 to 2020.• Co-Developed and managed gohdpp.com microsite which received ~1K Associate visits per day.• Led training efforts that reached +90K Associates across US and Puerto Rico stores. • Led Client trough MA Auto Registration, Text to Register and enhanced web portal campaigns.• Awarded Spot Award in 2017 for significant contributions to account performance.• Received President’s Club Award in 2017 for top 1% account performance across ASURION.• Received multiple promotions in position from Client Manager to Senior Client Manager to Business Manager.

Developed, evaluated, and implemented retail sales compensation operations for company owned retail. Performed complex and detailed quantitative analysis to develop compensation and performance reports. Made recommendations to leadership on plan effectiveness. Responsible for plan administration, communications, auditing, and issue resolution to ensure accuracy of payout to maximize company’s ROI. KEY ACCOMPLISHMENTS:• Received a perfect 100% Net Promoter Score on internal client satisfaction surveys in 2014 and 2015. • Manages ad-hoc reporting. Creates reports used to analyze performance and explain compensation attainment trends to Leadership and Operation teams. • Designed and manages a Compensation Manual Deck and other training materials used to simplify complex topics and help internal clients better understand how to support and execute our Compensation plan.• Regularly hosted conference calls, meetings, and training sessions with markets to facilitate a stronger understanding of the Compensation plan and to review and analyze quota process and payout trends. • Loaded Quotas for all COR positions and generates Quota Approval Process for Market Leadership, Legal, and Labor to officially approve Southeast Region Quotas. • Conducted investigative analysis for Regional Performance Managers when investigating sellers and provides additional compensation analysis for Finance Reps.

Performed all new hire onboarding for the Florida market company owned retail stores. Defined and developed onboarding processes, best practices, and policies to ensure alignment with HQ strategic initiatives. Engaged and managed Learning Services, Staffing, IT, and Vendors to ensure cohesive and timely delivery of training and materials for new hires. Managed and provided bi-monthly analysis of regional staffing requests and load balanced all final rosters for quarterly forecasting efforts. Partnered with Retail Real Estate and provided proactive onboarding through granting access for all employees in relocated and new stores.KEY ACCOMPLISHMENTS:• Created new ordering system for onboarding materials that produced 750 saved hours per month for all Regional Operations Analyst across the country. This was promoted by HQ and I held national training calls during implementation.• 2013 recipient of the Southeast Region “Rock Star” Service Award; consistently recognized for improving onboarding processes at the Southeast Region level.• Southeast Region Communication Manager in the 2013 iPhone Launch War Room – audience to C-level Leadership.

Provided direct support to the Executive Director of Marketing, Market Level Marketing Directors, and the Director of Communications for the Southeast Region. Ensured all Marketing sponsorship activations, contracts, and authorizations were delivered with Regional President approvals in a timely manner. Provided Vendor Management on behalf of the Executive Director of Marketing and scheduled all meetings for products and services coming-to-market with the vendors and Director level management. Provided event coordination for all region level kick off meetings, sponsorships, and fundraisers.KEY ACCOMPLISHMENTS:• Recognized for providing superior insight that helped shape marketing initiatives and the ability to share important feedback in the region on 2010 Business Results.• Worked with Southeast Region Finance Director to compile competitive data and provide analysis weekly. This data was used for promotional sales support and provided guidance on market trends.• Assisted the Director of Communications in creating chatter, a social media tSpace community, which has garnered several best in class awards. Also assisted the planning, creation and release of all region wide newsletters and ad hoc communications from the Regional President to the field.• Coordinated all Vendor and Sponsor placement and communications for the 2010 – 2012 Dealer Roundtable, Strategic Planning and Striper Tournaments.

Sales:o Maintained strong knowledge of current incentives, pricing plans and company productso Always met and exceeded sales goals for AT&T products and services by building a loyal customer base with consistent referrals by focusing on excellent customer serviceKEY ACCOMPLISHMENTS: • Ranked in top 5% of RSC’s for sales in GA Market, September – November 2009• Mentored all RLDP program participants assigned to my store location• Consistently commended by management for excellent customer service and client relationships• Set record for U-verse wired sales, still not matched within several markets

Created all sales and monthly newsletter communication materials for B2B and B2C customers. Managed third party vendors to create and run email marketing campaigns. Worked closely with Sales to provide additional marketing materials and preparations for specific client interests and RFP’s. Oversaw all clientele needs and relations on a day-to-day basis and operated as their key point of contact. Managed all class scheduling and planning while updating trainers and students on all class logistics. KEY ACCOMPLISHMENTS:• Grew Executive enrollment 10% by launching email campaign.• Commended for great flexibility, project management and excellent customer service with client relationships.

Provided creative direction for all advertising and POP materials while working with third party vendors to manage creation of visuals for store display. Worked with product development and purchasing to articulate benefits of product and promotional partners. Managed the creation, analysis, and deployment of seasonal magalogs and direct mail pieces for the US and Canada markets. Uploaded news wires and oversaw open forums to website while managing public communications with PR Consultant.KEY ACCOMPLISHMENTS:• Commended for successful magalog deployment and franchisee buy-in.• Recognized role in the rebranding of Foot Solutions and responsible for gaining support from the US and Canada franchisees.• Created and executed communications to over 240 franchisees on a daily to quarterly basis.• Trained new franchisees how to properly market their stores utilizing Franchisor created materials.• Created the national quarterly newsletter for all US and Canada Franchisees

Business Development:o Assisted the COO, Director of Scheduling, Client Services, Marketing and Business Development on all administrative needso Assisted presentations for CNN, conducted script coverage and assisted creative development on projectso Developed and prepared extensive swag packages for all clients and staffo Created media archive for marketing departmentProducing Assistance:o Handled all needs for Producer prior to shooting through post production; including line producer responsibilities, conducted music searches for appropriate product and edit sessions