• Developed cost saving initiatives such as sourcing a universal body seal which resulted in savings of $86,000/ year.• Led the “Ghost Card Project” which is a one-time use credit card that can be distributed to each location nationwide so team members can purchase third party parts with seamless reconciliation to the Tempe headquarters.• Led 11 location rollouts of the parts and reconditioning process across the United States.

• Managing a customer service and warehouse team to focus on the providing excellent customer service while being mindful of operating cost and company objectives.     • Building a customer service and support team that will independently work while still being company focused with our values and standards.     • Drastically decreased the capital we spend on shipping with LTL and small parcel shipments by partnering with our shipper and analyzing data to find a method that is most cost effective and still providing the level of service our customers expect.    • Dramatically improving our relationship with several Key Accounts by listening to there questions and concerns. Then implemented Key Account Servicing, making sure we tailor our servicing process to the customers needs.    • Staying informed always trying to optimize and streamline work processes and business initiatives, making sure we are still customer focused and cost effective.     • Managing several projects at once anywhere from customer private label boxes and repackaging to transitioning a customer onto a sales servicing platform utilizing EDI.

• Coach and mentor representatives to drive results and build their personal brands within the organization. • Monitor representatives calls and provide feedback on opportunities to enhance Relationship care and drive customer satisfaction on every interaction• Work with representatives to build their own leadership skills and progress their careers within American Express according to their personalized development plans.

• Traveled to Manila, Philippines for 2 months to coach and up train new CCP's in relationship care • Worked with local teams to transition work from US based servicing to Philippines servicing • Trained and coach representatives in Merchant Services call and request handling to ensure superior service• Drastically increased scoring statistics from low 20’s to high 60’s in 60 days

05/14-04/16 ESSU Team Leader• Coach team to improved metrics: quality, Call handling, emails completed per hour• Monitor calls and emails for recognition of excellent work, as well as opportunities for improvement, up-training, and procedural adherence• Identify trends and issues based on team questions and feedback, partner with internal groups and Business Analyst to determine correct procedure and communicate to the team

• Provide exceptional service to our top tier Merchants at a global level, assisting them with day to day operations including setups, charge back's and the complex requests relating to the Multi currency process. • Collaborated with analyst to create reporting to gain insight on aged cases and created a process to drive down inventory numbers.• Worked closely with Canadian business partners to make outbound call escalations concerning W8BEN, with this initiative I was able to have a positive impacts the customer experience assisting merchants to ensure their accounts were CTI certified.

• Collaborate with the trainers to make a schedule on when ID's need to be created by and also look for ways to streamline the ID process. Created an ID Matrix that will simplify the process for the trainer..• Creation of Knowledge base articles is instrumental in the servicing of our customers, In having up to date current articles this will translate to the call on what is valued added to provide the customer incredible service, what this means for me is closing gaps in processes looking for ways to simply and drive down cost, updating procedures and publishing Knowledge base articles..

• Aligned with multiple area of Premium Servicing on verbiage to create stationary/templates for the team use while servicing customers for Strategic accounts.• Utilized NICE for call listening in continued effort to decrease escalations and assist with callbacks, and reported findings to the TL & SDL group. • Finding and bridging gaps in our processes to better assist our merchants, i.e. Banking, Maintenance.• Assist in taking priority escalations from the SDL group.