This role entails leading and evolving Toco’s stakeholder success, including the customers, colleagues, company, and community. Direct reports include those involved in client engagement, marketing, customer retention & support, training & development, and claims administration. This is a dynamic leadership role that interacts with every part of Toco business as a leading client advocate and voice of the global brand image.

Responsibilities include Marketing, Social Media, Brand/ Reputation Management, Legal and compliance, Customer Retention, Customer Care, Training/ Development, Admin, Operations, Product Development, and working with C-suite executives to develop, institute, and analyze strategies and operational performance.• Grew BBB rating from “A” with five customer reviews (50%/50%, +/-) to “A+” and 59 reviews (90%/10%)• Improved Google from 5 reviews (1-star avg) to 80 reviews (4.5- star avg.). • Supervised three managers, overseeing a department of 32 front-line employees• Oversight and management of all customer to business legal disputes• Oversight and management of Toco Social Media Accounts and online reputation management• Developed Toco employee development training (Foundation, Advanced Certified Education, Leadership Development) • Developed five front-line agents into management positions• Creative team on Customer Portal and eCommerce development and implementation

Supervised and coached teams of direct reports in Retention, Accounts Receivables, Administration, Customer Concierge, and Customer Care divisions• Trained and managed 67 Account Executives and 24 Customer Care representatives • Improved customer retention from 26.67% to 42.05%• Reduced Past-due accounts from 1recovered payments from 14.67% to 7.54%• Management of chargebacks and customer financial disputes• Implement and maintain level 3 PCI compliance (previously not PCI compliant)• Maintained an accredited “A” rating with the BBB• Successfully initiated and/or maintained relationships between Toco and outside organizations (Salesforce, Docusign, Getfeedback, etc.)

"Turn Your Dreams Into Your Address" Real Estate agent specializing in family real estate.

Oversees strategy and execution of directives to members and audiences of Theatre 68

Customer Service Manager • Oversee Customer Service and Retention operations• Resolve escalated issues between customers and merchantsRetention Manager • Oversee customer retention and be accountable for goal achievementso Improved retention metrics from 18% retention rate to 28%• Coach team members to maintain superior performance standardsContract Specialist • Settle disputes between the company and the customer • Take a high volume of inbound and outbound calls assisting customers with claims, payments, and usage of their contractsAccount Executive • Maintain a high volume of Sales in a direct response campaign

Sales Team Lead • Maintain a high volume of Sales in a direct response campaign• Coach team members to maintain superior performance standardsAccount Executive • Maintain a high volume of Sales in a direct response campaign