• Built and executed comprehensive omni-channel support strategy (email, chat, phone, retail, social)• Recruited, trained, and developed a team of 12 BPO support agents• Optimized E-commerce and CRM initiatives based on data-supported insights• Launched internal brand training materials and quality assurance program• Improved CX SLAs: CSAT (4.5 to 4.7), NPS (+6%), Revenue, Response Time, and Resolution Time• Worked cross-functionally with Marketing, E-commerce, and Design teams to set and track CRM Roadmap• Managed 3rd-party relationships with Post-purchase, Returns, Ticket Support, and Product Review platforms• Reduced CX spend by 30% without reducing staff by negotiating contracts

• Led multi-channel customer support strategy (email, chat, phone, retail, virtual appointments)• Developed new virtual consultation support channel to grow remote user base, driving +$300k in revenue through customer experience in its first year• Built back-end feedback systems to provide increased insight into customer feedback• Performed QA auditing, coaching, and performance evaluation of CX support Associates• Led recruiting, onboarding training, and re-training for team of 20+ CX support agents

• Defined Proper Cloth’s in-person custom clothing experience as the first Showroom Manager• Led the opening of the brand’s first independent showroom• Recruited, trained, and developed teams of custom clothiers across multiple store locations• Created internal brand training materials specific to the luxury menswear industry and custom clothing• Created Sales Associate quality assurance auditing guide• Automated and scaled store operations to align with brand initiatives• Planned & hosted quarterly VIC/corporate partner events• Exceed monthly & annual team sales goals

• Consistently the #1 top performer in support tickets, sales, and customer satisfaction in 2018• Promoted to Team Lead at Flagship Showroom• Worked with Product Development Team on feedback data and expanding product lines

• Copywriting for community outreach and B2B marketing.• Executed marketing, engagement, & retention messaging.• A/B Multivariate testing and insights reporting.• Worked closely with management on subscription growth, email KPIs, and visitor conversions.• Collaborated with fellow marketing managers and management on company marketing strategy/growth plan.

• Collaborated with council leaders on promotional strategy for local and national scouting programs.• Presented promotional campaign strategy to council representatives, unit leaders, and stakeholders.• Represented Westchester-Putnam Council at key networking events.• Member of Marketing and Camping Committees.

• Redesign the organization’s promotional web content to optimize for fundraising• Implementation and management of Google Analytics and referral tracking codes • Manage, update and maintain digital content on website• Collaborate with Media Relations Taskforce to help execute 2016 fundraising campaign• Manage ongoing social media presence on Facebook, Twitter, and Instagram

• Researched & executed field surveys, testing, & analysis for hundreds of small and large loan portfolios and projects. • Prepared research findings as professional Phase I report for Clients.• Collaborated closely with clients, management, support staff, and team of environmental professionals on comprehensive property reports.• Issued Remedial Action Recommendations for site contaminants and business risks.• Earned ‘Big Apple Occupational Safety Asbestos Inspector Certification’.

• Organize and lead Boy Scouts in service projects, fundraisers, community events, hikes, treks, and educational field trips.• Plan weekly Troop meetings to provide an educational and mature environment for boys to develop leadership and communication skills.• Completed BSA Scoutmaster and Leadership training, Philmont Ranch Ranger training, Leave No Trace survivalist training, CPR and Wilderness Emergency Outdoors First Aid certifications• Eagle Scout - August 2010

• Performed vegetation surveys of designated areas of ecological interest.• Worked closely with Land Steward and team of interns for various conservation projects.• Provided management and ecosystem conservation suggestions.• Hosted an end of season presentation to the Conservancy Board.• Authored blog updates on the complementary values of Conservation and Scouting.• Work added to the PRLC educational archives.

Worked closely with Sales team and Managers to promote individual and team success. Received four promotions in incentive-driven sales program during summer months, including increased pay and membership in office leadership staff. Participated in paid-for sales and management training focusing on time management, networking and communication skills, as well as sales team leadership and organization. Helped to oversee fleet management and branch growth for the summer months