• Developed and managed a virtual, multi-geographical customer service and sales team to support service-focused organizational goals, ensuring customer satisfaction, adoption, and confidence in purchasing with Lightology.com• Led a team of 7 managers with a total 40-person team to transform all aspects of issue resolution, including claims and returns, resulting in improvements in operational metrics, such as response times, call pick-up rates, and customer satisfaction rates• Spearheaded the development and implementation plan of NetSuite CRM, taking a leadership role in shaping its functionality and providing valuable insights for the integration with other components of the ERP including customer service, sales, and warehousing• Successfully transitioned the team to work-from-home during the Coronavirus Pandemic by introducing new processes and technologies, including Slack, Salesforce, ActivTrak reporting capabilities, and video-conferencing platforms

• Led a multi-unit, multi-geographical team to provide multi-channel customer service and order fulfillment for baby gear products from 5 different brands, leading to improvements in operational metrics such as a 30% decrease in ring time, 30% decrease in talk time, and 50% decrease in hold time • Led a cross-functional team of Senior Managers and Directors in Engineering, Marketing, and Quality Assurance to redesign the Engineering Part Creation Process and Issue Reporting, leading to 2-month reduction in average issue identification timeline • Designed and implemented inventory management system for replacement parts to track them from pre-production to end-of-life, resulting in 66% decrease of average order fulfillment time • Led a cross-functional team of Senior Managers and Directors in Engineering, Marketing, and Quality Assurance to redesign the Engineering Part Creation Process and Issue Reporting leading to 2-month reduction in average issue identification timeline • Designed and implemented inventory management system for replacement parts to track them from pre-production to end-of-life, resulting in 66% decrease of average order fulfillment time

• Negotiated with 18 vendors, achieving an 5% average margin increase for the 2014 holiday season with 275 new items and $300k in planned sales across 2 locations• Developed and led the restructuring of retail stores in effort to drive expansion through cost reduction, product liquidation, and talent management• Led multi-unit, 13-member team to drive sales and operational goals, achieving 8% sales increase, 3% margin improvement, and 30% decrease in unproductive inventory• Created and maintained Excel algorithms to monitor inventory levels for over 150 items across 3 locations, to standardize and automate replenishment for stores, and to organize and plan for logistical operations and delivery on a biweekly basis, driving an increase to 95% instock levels across stores

• Directed operations for 7 divisions grossing $10.8 million in sales annually with a team totaling 100+ employees, developing multiple employees into leadership roles to facilitate corporate initiatives and enhance store efficiency• Increased sales in the Jewelry and Accessories Division by 21% by conducting coaching and training sessions and managing the day-to-day execution, which led it to become the best-performing division in the district• Performed quality control inspections for work completed by vendors on-site, ensuring compliance with agreement terms and business requirements• Analyzed reports to identify trends and utilize data to implement strategies to meet sales goals

• Negotiated and maintained business partnerships with 12 vendors including Hanes and Fruit of the Loom, conducting performance review meetings and ensuring proper levels of service from vendors• Led cross-divisional team that worked to ensure new stores are fully-stocked with inventory for Grand Opening, leveraging vendors and support partners• Managed over $100 million of inventory yearly in high-focus growth category, including allocation to all Target stores using state-of-the-art systems• Formulated and presented in-depth monthly inventory forecasts and quarterly supply-chain expenses to Apparel and Accessories VP and Divisional through intense analytics of recent trend and history

• Identified opportunities in national-brand baby formula advertising campaign for the Hispanic market through analysis of in-house ethnographic research and Census data• Conducted research on Fortune 500 Companies, their brands/products and Hispanic market trends• Interpreted secondary consumer research data, managed databases and developed PowerPoint presentations for client meetings

• Identified and targeted new and existing real estate opportunities in key markets using GIS technology and internal business models, partnering with Real Estate to acquire future sites• Developed dashboards for senior management of performance and competitive profiles in key national markets• Analyzed and monitored store performance and developed strategies to increase profitability for underperforming stores in the Philadelphia and Boston markets• Developed growth strategy in market by identifying/targeting new and existing market opportunities through use of GIS technology as well as internal business models.

• Teach resume writing workshops and will critique resumes individually• Researched and compiled over a hundred jobs and internships to assist students in their job search

• Investigated proposed ordinances for their efficacy and proposed amendments based on investigation• Provided municipal services to residents and ensured they were executed by the proper city department

• Scheduled students for appointments to explore their career and academic options• Contacted over 200 students studying abroad to provide career advising