General Manager of RetailOps a Division of FlowSpace

Built multi-functional customer operations team with 5 teams including technical support, technical project management, customer success, implementation and onboarding while developing internal and external training protocols and processesMaintained and improved customer experience 25% throughout customer lifecycle though proactive and reactive supportParticipated in weekly core leadership team consisting of 20+ executives, VPs and directors, working to shape company’s vision and direction, presented projects and planning at each meeting and facilitated 12+ annuallyManaged team of 7 professional service and project managers owning all new customer projects, interviewed, hired and trained team of technical support representatives delivering professional development into project managementCoordinate and oversee data and hardware installation on implementation projects up to 500 users and $200M+ in businessCreated proactive support for customer success to maintain customer engagement and build strong relationships Developed process for measuring NPS and CSAT and leveraging results for improvements, improved NPS and CSAT working directly with 50+ customers to identify areas of opportunities by following up on surveys and emails Oversee onboarding for RetailOps platform including kick off, discovery, piloting, training and launch, developed and executed onboarding protocols to transition customers with different needs platform efficiently Provided solution and operations consulting for customers pre and post sales on platform configurations and recommended business practices throughout sales lifecycle, served as escalation point for all customer interactions after sales cycleIdentified and resolved budget and timeline issues and conflicts in projects and internal and external teams Led and supported growing team by developing a culture based on organizational vision, designed and facilitated training on product and process used to onboard 15+ new employees

Map out company goals for with organizational leadership, developing milestones, planning resources and executing strategy, while consulting with executives on best practices and operational excellenceDesign project blueprint for maximum efficiency by evaluating current capabilities with technology, finances, supplies and talentCreate clear outcomes for individual projects with management, focusing on company profitability and client satisfactionOversee project timelines for optimal results, identifying and supporting individual team member talents and professional growth Analyze financial and tangible resources for project scope, maintaining flexibility to revise approaches if resources are low Delegate tasks and distribute work to team members or departments based on skill set, Schedule monthly, weekly and daily meetings with project team to monitor progress, reviewing key milestone tasks and due dates, delivering completed product to client on time and within budget

• Manage product onboarding process for new customers as assigned;. Coordinate and facilitate formal customer on boarding call and formulate project plan;. Implement customer account set up and configuration;. Maintain up to date documentation of account set up, changes on CRM. Coordinate and conduct user training via webinar prior to customer product roll our date; . Prepares and processes Claims paperwork submitted by clients, follows up with all partiesregarding status and action in order to finalize Claims within SLA• Documents customer issues, interactions, and case resolution in our Customer Relations Managementsystem;• Championing continuous process improvement efforts, including problem identification, root causeanalysis, action plan formation, “best practice” creation, detailed documentation, and process refinementand streamlining;• Reviews customer information within our internal systems, verifying and updating records accordingly in CRM system to ensure consistency and prepare for fulfillment;• Undertaking complex assignments where considerable judgment and initiative are required in resolvingproblems, making recommendations, and implementing those recommendations;• Researching client inquiries and ensuring timely follow-up and resolution;• Supplying feedback on customer experience to management, sales, product, and development teams;• Works through support processes for customer case management, including escalation routing toappropriate ClosingCorp team members• Works with the Account Management team to coordinate contact with customers to relay issuemanagement and resolution to the client at each stage;• Supports incoming phone calls to the support line, solves client issues and confirms issue resolution witheach client within SLA standards• Responsible for completing and/or assigning, tracking and timely resolution of trouble ticketsgenerated by all external clients for all ClosingCorp products within SLA standards

• Demonstrate ownership of disciplines and process adoption with technology and innovation that enhance the customers experience• Assist the Service Experience Manager (SEM) in coaching an interactive team of specialists who drive education efforts through influence and coaching to ensure the adoption of new behaviors and processes• Assist in creating business plans to help ensure service and sales goals are achieved• Develop relationships with both merchandising and store teams to effectively help lead and integrate change that promotes customer driven initiatives• Create competitive advantage by identifying issues, resolutions and future opportunities• Assist the SEM with financial aspects and budgets to drive efficiencies and continuous improvement within the organization• Assist with protecting security and privacy of customer information including education, compliance and disposition of issues• Perform all Service Experience, Cash Room and Communication procedures as applicable

• Effectively present and sell product while meeting personal sales goals• Maintain an awareness of key fashion trends and product knowledge in order to assist customers with purchase decisions as necessary• Provided excellent customer service, up-sold items fitting customer taste and raising stores UPT.

• Assisted customers in all bank products, opened new accounts and up-sold bank products.• Exceeded monthly sales goals by establishing new customers and increasing branch revenue.• Teller duties, balanced cash drawer and back-up vault duties.

• Provided support to 8 dispute reps and handled escalation calls to ensure department quotas were consistently exceeded.• Provided coaching to the team on decision making, problem solving and effective communication.• Responsible for individual quota of processing 50 debit card disputes daily within regulation timeframes. • Investigated customer accounts to detect fraudulent transactions and debited/credited customer account based on investigation.• Assisted the manager with ad-hoc duties as assigned.