Currently founding a luxury watch manufacturer. Hanging out a shingle is the easiest part.

Provided telephone based support and customer retention for the client; a multinational auto manufacturer. This included issue resolution from initial contact to final resolution. The last 18 months were in a customer retention role with their Luxury division.

Recruited potential students for AMU and reviewed applicants for their ability to succeed and contribute to the University community

Launch Manager - MLB Advanced Media Feb 2016 - Sep 2016Launch team manager for new MLBAM account.Managed team of 45 agents providing technical support to MLBAM customers including, MLB At Bat, PGA Live, WWE NetworkTeam Manager - Costco Concierge Feb 2014 - Feb 2016-Manage a team of 30 Front Line support agents. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.-Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; and evaluating outcomes-Improved call quality by 12% in 9 months. -Reduced attrition to 6% per quarter.

-Managed a team of 5 Service Dispatch Agents and 9 Escalations Team agents.-Liaison between OEM representatives and Alorica to ensure a resolution beneficial to Costco Corporation. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.-Maintained quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; and recommending system improvements. -Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.-Mentored new agents. Reduced my team's repair turnaround time by 2.4 days

-Provided warranty support to Costco members whose products fall under warranty coverage provided by Costco. -Scheduled repairs and determine cost effectiveness of repair options. -Relayed work orders, messages, and information. Prepared daily work and run schedules-Conferred with customers or supervising personnel in order to address questions, problems, and requests for service or equipment.

-Managed operations of restaurant, overseeing staff of 14 including hiring, training and dismissal of employees. -Maintained staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; and developing personal growth opportunities. -Accomplished customer service human resource objectives by selecting, orienting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures-Developed marketing plan for restaurant, created and implemented company handbook including developing policies regarding handling of harassment and discrimination-Responsible for customer satisfaction and problem resolution

-Counseled prospective students on the benefits of earning their undergraduate and graduate degrees-Assisted and followed prospective students in the admissions and financial aid processes. -Worked independently, and as team leader, to meet and exceed quotas and goals each session

-Provided customer service to 25,000 season ticket holders-Resolved ticket issues, including but not limited to game day tickets, season ticket and special parking requests-Purchased annual club gift boxes with a budget of $78,000, and was liaison with US Postal Service for delivery. -Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.