• Manages day-to-day customer care operations global customer care and supports 7,000+ associates in the US, Asia, Central America and Europe. Leads both in-house and outsourced customer service teams of 700+• Manages relationships with BPO third-party partners to optimize performance and achieve business objectives.• Implemented omnichannel customer strategies to improve customer satisfaction across multiple platforms, including SMS/chat, phone, email and social media.• Responsible for managing global processes and training related to Customer care, including Claims, Healthcare, Universal, Sales support, Preferred and Import/Export.• Cross functional collaboration, seamlessly working with technology, marketing, digital, engineering, and CX teams to ensure cohesion and deliver a holistic customer experience.• Influences and drives strategic partnerships with global vendor networks, leveraging expertise and best practices to optimize service and achieve key performance indicators.• Experience in optimizing technology and customer service to enhance operational efficiency. Implemented cutting-edge solutions, including IVA enhancements, streamlined processes, AI and automation. Improving customer satisfaction, first contact resolution, and reducing costs.• Oversees the design and implementation of training strategies ensuring adherence to industry standard and company policies. Developed new curriculum for enhancing global customer care agent skills.

• Directs PRO Support Center in providing world class customer service to Home Depot B2B and B2C• Directs Pro Center of Excellence, training, quality, workforce management and overall process improvement methods.• Recipient of multiple Home Depot Executive Awards winner and multi Platinum Homer Award winner.• Directs and supports over 800+ Inbound/Outbound Sales Support Teams and contact centers in multiple states, remote and location bound associates.• Leads and develops management team for strategic planning and operations to provide multiple levels of customer engagement from transactional to account managing.• Creates innovative solutions in fast paced environment.• Adds value to business and improves efficiencies by driving with metrics and accountability.• Manages and drives P & L for all sites.• World class net promoter in voice of our customer and voice of our associate metrics.• Increased sales support from 100 million/year to 1 billion/year in less than a year and a half.• Successful track record in driving innovation, technology, analytics, and operating model transformation• Builds and maintains relationships with all levels of leadership, employees and business partners.• Establishes a great culture by living the core values, being a servant leader, creating engagement and inclusivity, effective communication, truly caring about our people and building/developing great careers for the associates and leaders.• Acquires, develops, coaches and retains top talent.• Seeing ahead of future possibilities and translating them into breakthrough strategies • Created committees to oversee employee recognition, giving back to the community, employee health, and to assist associates in need.• Transitioned quickly to virtual environment for work-from-home teams, including development, training and associate engagement.• Multi-discipline/function customer engagement center oversight. SMS, CHAT, Phones, CRM, QA, WFM, BPO and training.

• Led 3 managers, 26 supervisors and over 350+ CSR’s, in both work-from-home and in-office settings. Supporting multi channels for HomeDepot.com.• Varying project management experience, including being responsible for the design and ramp up of the new HomeDepot.com contact center. Hiring of all groups in leadership, operations, quality, training and 600+ associates in Tempe, AZ.• Recipient of multiple Home Depot Executive Awards (2015, 2016, 2017)and multi Platinum Homer Award winner.• Driver of key performance in quality, sales, and efficiencies including average handling time. • Performance analysis, identifying needs for improvement and quickly correcting trends• Built strong relationships with management groups, supporting teams and partners to ensure goals are being met.• Understands KPI’s and companies financials/metrics to measure the performance of .Com contact center as a unit and the business as a whole.• Identified, hired and retained talent that helped expand the companies capability.• Creative, high energy and self-motivated to drive results quickly and effectively.• Established a great culture by living the core values, creating engagement on all levels, effective communication, truly caring about our people and building/developing great careers for the associates and leaders.

• Involved in the start up phase for the Home Depot .Com call center in the hiring of supervisors, team leads and growth of 700+ phone representatives for all lines of business in Ogden, UT.• Lead a team of 8 supervisors, 5 team leads and 200+ agents 24/7 for the Home Depot general merchandise and major appliance online division• Managing call centers efficiency in average handling time, occupancy rate, utilization, close rate, average order value, while increasing customer satisfaction and net promoter score.• Established and implemented supervisor’s monthly performance audits and development plans • Improved Net Promoter Score to best in class. • Increased HD CR% from 10% to 20% through coaching, motivation, healthy competition and incentives• Associate engagement captain for the call center in creating fundraisers, center events, motivation and highlighting Home Depot core values at the call center.

• Increased sales by 12% annually, by creating an incentive plan for the company and agents including up selling, increasing order average from $73 to $82 per order and more aggressive catalog campaigns• In charge of all salary and hourly reviews, hiring and escalation employee situations• Work with Marketing, E-Commerce, Senior Teams, COO and VP of Operations in New York, on strategy and improving customer service, customer experience and productivity weekly • Coaching of teams and leads on performance, monitoring, and quality• Improved quality, customer satisfaction and monitoring scores to record levels• Introduced incentives and reward programs to the inbound, outbound call center • Incorporated strategic sales plan for specialty items through phone, email and catalogs. Thus increasing specialty items sold.• Conducts one-on-one reviews with all Team lead and supervisors to build more effective communications, to understand training, to development needs, and to provide insight for the improvement of the call center activity performance• Created an outbound team, developed a system and call scripts to facilitate the efficient management of call volume

• Responsible for all domestic, international customer service and sales accounts in the herbal and nutrition space. • Instituted new in depth product training on Herbal products and problem resolution techniques• Increased membership satisfaction scores 23%, improved customers service retention 31%, through internet, mailings and other media• Designed electronic formatting for customer visibility of service and sales requests. • Introduced and implemented Live chat and email team to Innerlight• Ensures all processes and procedures are completed, quality standards are met, and that projects are profitable• Provides regular two-way communication between the client and team to provide strong team representation and set proper client expectations• Negotiate contract agreements, pricing structure, shipping/order fulfillment for large international and domestic distributors