• Managed vendor partnerships with IBEX, overseeing recruitment, leadership, and quarterly site visits to ensure successful collaboration.• Facilitated the partnership between Dutchie and IBEX, leading to increased efficiency and productivity in operations.• Successfully negotiated terms and agreements with IBEX, resulting in a mutually beneficial partnership for both companies.

• Led a remote team of Hardware specialists handling customer inquiries on Hardware and Software at Dutchie.• Launched Voice of the Customer platform for personalized follow-ups on customer surveys, enhancing customer satisfaction.• Achieved a 15% increase in customer retention through hands-on customer interactions post-service.

• Provided site leadership for Managers and Helpdesk agents, ensuring smooth operations and high customer satisfaction. • Weekly Coaching/Feedback Sessions • Managed recruitment and HR responsibilities, ensuring a strong team to deliver exceptional service.• Conducted weekly client health check-ins to review performance and satisfaction, fostering strong relationships with customers.• Workforce Management - Working with Team Leads to ensure coverage. Schedule Holidays. Report… Show more • Provided site leadership for Managers and Helpdesk agents, ensuring smooth operations and high customer satisfaction. • Weekly Coaching/Feedback Sessions • Managed recruitment and HR responsibilities, ensuring a strong team to deliver exceptional service.• Conducted weekly client health check-ins to review performance and satisfaction, fostering strong relationships with customers.• Workforce Management - Working with Team Leads to ensure coverage. Schedule Holidays. Report FMLA and other absenteeism. Approve Time Off. Show less

• Led a team of Tier 2 Specialists and Network Analysts in Omaha and Boston sites.• Implemented strategic plans to optimize operations and enhance team performance.• Achieved a 15% increase in efficiency and productivity through process improvements. This included developing a NPS incentive to drive not only customer satisfaction but also Specialist impact on future interactions• Collaborated with cross-functional teams to ensure seamless operations and customer satisfaction.

• Led the development and hiring process for Toast's new Contact center in Omaha, Nebraska.• Managed troubleshooting of Point of Sale Hardware/Software for restaurant clients, ensuring smooth operations.• Developed QA form to ensure agent productive and job knowledge with a heavy focus on Customer Satisfaction, Accuracy and agent retention

• Managed the Customer Care team at the Omaha Nebraska location, ensuring exceptional service 24/7.• Provided coaching, feedback, and 1/1s to Shift Supervisors and Voice Associates.• Implemented strategies to enhance customer satisfaction and resolve issues efficiently with the goals to meet or exceed Key Performance metrics and to drive our Customer Satisfaction Score.

• Managed facility and office services for PayPal locations in the US.• Oversaw operations to ensure smooth functioning of facilities.• Implemented cost-saving measures and improved efficiency.• Led a team to enhance employee experience and satisfaction.

During my tenure, I held 4 leadership roles, 2 specialist roles and 1 agent.• April 2014 - February 2015 - Senior Team Lead, Executive Escalations.• January 2013 - April 2014 - Senior Team Lead, Merchant Risk Operations.• June 2008 - January 2013 - Senior Team Lead, Seller Risk Operations.• April 2007 - June 2008 - Senior Team Lead, Account Review.• June 2006 - April 2007 - Consumer Protections Merchant Operations - Specialist.• May 2004 - June 2006 - Protection Services… Show more During my tenure, I held 4 leadership roles, 2 specialist roles and 1 agent.• April 2014 - February 2015 - Senior Team Lead, Executive Escalations.• January 2013 - April 2014 - Senior Team Lead, Merchant Risk Operations.• June 2008 - January 2013 - Senior Team Lead, Seller Risk Operations.• April 2007 - June 2008 - Senior Team Lead, Account Review.• June 2006 - April 2007 - Consumer Protections Merchant Operations - Specialist.• May 2004 - June 2006 - Protection Services Senior Agent and Agent. Show less