• Manage a team of call center agents for two divisions, National Collector’s Mint & BioLogic Solutions. • Be available to affect the entirety of the team's operations.• Manage by walking around. Be visible to answer questions.• Take calls that your agents can't handle & be available when an agent appears to need assistance.• Monitor queue and track inbound calls. Keep agents aware of calls waiting, abandonment rate, etc.• Motivate & encourage agents through positive communication & feedback. Meet at least once each week with your team & review the topics: past week's events, including statistics, results & industry news, new product information, sales theme or point-of-interest topic; company information.• Keep track of basic HR duties attendance, daily statistics, paid time off, sick time, etc.• Present to the Sales Director at the conclusion of each week a breakdown of the past week's monitoring checklists & written performance summary • Work with the Sales Director each week and create a breakdown of the next week's monitoring assignments and a plan for the team. • Recruit new staff & schedule existing staff to meet service level objectives. Interview & hire staff. Assess needs/plan ahead. Develop schedules each month to ensure call center objectives are covered. Schedule residual training, departmental meetings, sales training, & computer training.• Administer training programs for new hires & existing staff.• Work with management on refining & scheduling appropriate training sessions.• Develop training documents that support call center operations.• Create residual training pieces to foster growth.

Served as the point of contact for the culinary team and Catering Director and provided direct support to the Catering Director, as well as liaison for member services and events in order to maintain club member satisfaction. Responsibilities included coordinating and executing group assignments to the pertinent departments; create and review sales contracts and Banquet Event Orders, solicit new and existing accounts, handle phone calls, emails and gather final follow up information with members or sponsored outside guests regarding guarantees, menu planning, agenda setting, hotel meeting services, hospitality amenities, billing services and other catering details. Responsible for generating and creating all the advertising and promotional materials used to increase attendance and revenue of member events at SHCC including but not limited to catering department marketing handouts, all in-house signage, monthly member newsletter, weekly and special email blasts and website maintenance. As well as maintaining member satisfaction as direct contact and or liaison for member services and events.

Asst. Guest Services Manager. Managed all aspects of the Front Office and Rooms Division & Housekeeping, including but not limited to Front Desk staff, Housekeeping Supervisors, guest registration, porters, PBX, Concierge and guest reservations. Participant in departmental budgeting/financial planning; including labor costs & expenses. Oversaw night audit and preparation of daily financials. Appointed “Brand Champion” for One Step Ahead customer service program; was responsible for rolling out program & training all 200 staff members. Responsible for all Guest Services Associates through out entire property ensuring they properly trained and has the tools and equipment to carry out job duties in order to provide guests with prompt service, professional attention and personal recognition.

Operations & Marketing Manager. Plan, direct, and coordinate the operations of Bear Brothers Enterprises/A Bear’s Life Magazine; a small privately owned publishing company. Include formulating policies and managing daily operations, writers, production planning & distribution of A Bears Life Magazine and website. Also recruitment and management of editors, writers and support staff, as well as purchasing, administrative and marketing services.

Showroom Manager & Field Support Specialist. Responsible for all aspects of financial performance, sales, expenses; recruiting, hiring, training, and development of staff, ensuring exceptional customer service, building relationships through local marketing efforts & special events to build a repeat customer base. As Field Support helped develop Employee Handbook, Customer Service and Sales programs to help track existing clients and develop new clients; helped develop product & computer training manuals for GE Retail System(GERS); lead in developing Secret Shopper Customer Service Training programs. Was second lead in New Location Opening Team, developing time lines, rollout protocol & guidelines for the opening of 5 new stores in 2 years.

Assistant Store Manager, Responsibilities included but not limited to recruitment, hire, training, coaching and counseling of staff; planning/execution of staff scheduling and payroll budgets; store and backroom operations and bi-annual inventory. Staff supervision of a base staff of 15 and an additional staff of up to 70 seasonal associates