Compass Experience Labs is a BPO company with over 25 brands. Compass focuses on multiple factors of business to encourage high quality of customer service solutions for companies big and small. With a partnership driven mindset, Compass works with brands to create innovative solutions that drive business revenue and create unforgettable experiences between brands and customers. My role with Compass ranged widely, from employee management to client onboarding and growth. • Created and implemented a financial tracking document to bring daily awareness to variable profit margins. Actively use this model to refine client pricing and reduce costs to improve gross margin. • Use supportive leadership to develop high performing teams with low attrition rates• Productivity specialization - cleared multiple 4 digit backlogs while exceeding timeline and quality expectations. TPH / MPH is consistently above client goals. • Developed Time and Motion studies to identify and find solutions to inefficiencies and breakdowns in the employee and customer experience with an average increase of 2 tickets per hour across all contact platforms • Focus on program longevity - provided high value and client focused improvements to temporary contracts in order to sign long-term agreements. Invest in fixing the inputs to correct the outputs. • Developed KPI metrics used for annual reviews and metric bonuses. Reviewed company core competencies and determined which behaviors should be focused on for the upcoming year. • Data Presentation - Extremely focused on providing high level, clean, easy to understand reporting that tells a conclusive story • Interdepartmental Relationships - Established strong working relationships with all departments. Including HR, Data, Quality Assurance, and Workforce Management• CRM Experience across multiple platforms - Salesforce, Five9, Service Now, Kustomer, Zendesk, AirCall, LiveChat, Intercom, Gladly, Hubspot

Mammoth Tech is a BPO company with 100+ clients ranging from multi-billion dollar companies to small businesses. My role with Mammoth included managing the employees and relationships with clients after being promoted twice within 18 months. • Led the business relationship with a Fortune 500 company • Managed and oversaw over 350 employees and 16 supervisors • Developed and implemented reporting, learning and development, and onboarding processes • Drove the operations expansion from 30 employees to 350 in less than 10 months • Implemented an employee-centric environment focused on development and innovation