• Managed Warehouse and Call Center Support Teams• Reporting directly to the President, served on the Executive steering team.• Negotiated carrier contracts.• Reduced warehouse expenses by 35% from 2019 to 2021.• Spearheaded analysis of organization’s facility and logistic footprint to identify optimization opportunities.• Implemented operational reporting in all areas of the business to identify and eliminate any gaps in the order to cash cycle.• Established Customer Onboarding process that included credit offer process toconvert customers to terms to reduce current credit card fees.• Selected and implemented replacement Unified Communication and Call Centersolution.• Deployed quality management tool to evaluate, coach, and train staff on performance.• Designed inbound workflow routing based on customer assignment and scoringmodels.• Led selection process and transition of Service teams to new ticketing system.• Created profitability models for all areas of responsibility.• Launched customer journey mapping process to identify and reduce points of friction.• Transitioned in-office team to fully remote due to COVID and established COVID safetyguidelines for staff required to be in building.• Conducted monthly leadership development and coaching sessions for junior leaders.• Acquired AR team in June of 2021 and through process creation and improvement,reduced outstanding AR by 10% in the first 12 weeks.• Automated lockbox imports to reduce cash application efforts for marketplacetransactions.

• Managed all Call Center, Support, and Technical staff.• Member of the Executive leadership team, reporting directly to the President.• Restructured and Centralized Call Center• Deployed job scorecards with clearly defined areas of accountability and measures of success.• Improved average turnaround time on requests from 6 hours to less than 2 hours. • Introduced monthly training initiatives to address areas of opportunity. • Decreased keying errors from 5% to less than 1%.• Successfully built leadership team beneath me

• Managed Call Center Team.• Perform all managerial duties, including staffing, employee appraisals, and professional development.• Stabilized the call center staffing by improving employee turnover rate.• Created and implement career pathing plan for CX team.• Launched employee onboarding and training plan.• Established proper documentation of all processes to ensure accurate, consistent, and complete practices. • Built reporting and metrics to measure and improve key performance areas.• Implemented ticketing platform to measure and improve turnaround time and customer experience.• Introduced customer surveys to obtain real-time customer feedback and satisfaction levels.• Executed SWOT analysis to create 2018 CX strategy.• Developed cross functional team with participants from all areas of the business to identify and remove barriers to create a frictionless experience for our customers from awareness through conversion to bolster loyalty and advocacy.

Managed the National and Reseller Accounts Customer Service teams, reporting directly to the CFO. • Spearheaded transition of staff during corporate headquarters relocation to Greenville, SC with a high rate of employee retention through the first year. • Developed and cultivated relationships with Customers, Supplier, Carriers, and other partners. • Consolidated and transitioned Customer Services team responsibilities post acquisition, through development critical training collateral, including scripted and recorded WebEx sessions for future job-aids. • Established performance metrics to compliment organizational objectives.• Performed all managerial duties, including staffing, employee appraisals, and professional development.• Accountable for the customer satisfaction level provided by the organization. • Identified and created efficient processes throughout the organization as a Process Owner and Utility Player.• Successfully migrated business onto SAP and HighJump as ERP Core Team member.• Administered daily sales tracking and reporting for company performance and commission purposes, including commission adjustments processing.• Oversaw order entry, billing, and customer support duties for the Third-Party Logistics sector of the business.• Managed inventory allocation process • Key contributor to a corporate transition to a new Enterprise Resource Planning (ERP) system, SAP. Responsibilities included daily/weekly deliverables, as a Business Process Owner, supporting all flows from Order to Cash and post order processing, outlining over 800+ key requirements.• Full SAP life cycle development and implementation experience, encompassing Order receipt to collection of Cash (OTC) cycle via blueprinting, design, scripting, module prototyping, configuration, system testing, data mapping, conversion, technical and functional specification, end-user training and documentation, go-live support along with post-implementation and production support.

• Managed the National and Reseller Accounts Customer Service teams.• Transitioned and consolidated Accounts Receivable responsibilities.• Member of ERP Core Team, responsible for implementation of new ERP system andWMS integration.• Worked with all areas of the business to develop design documents and deliver business solutions.• Participated in design workshops, prepared functional specifications, test plans and end-user training plans. Collaborated with IT to review, approve test plan, and technical designs. • Developed new business process documentation and training documentation. • Required to travel to warehouse and satellite locations as needed to identify process improvements needed, implement changes, and provide training. • Created and managed returns verify process to identify, track, and manage returns discrepancies. • Created returns module for return authorization creation and inbound returns processing.• Documented, implemented, and trained new inbound returns process.• Performed all general supervisory duties, including staffing, time off request and completing timekeeping administration. • Accountable for the customer satisfaction level provided by all direct and indirect reports and responsible for the resolution of escalated issues.• Managed inventory allocation process.• Directed customer audits and managed customer satisfaction budget.• Identified inefficient processes and optimized for maximize productivity.• Responsible for freight claims budget reporting, tracking, and tying all claims related transactions to the general ledger.• Collaborated with warehouses on special handling orders and act as liaison between our corporate office and our warehouses regarding all aspects of shipping and receiving. • Administered daily sales tracking and reporting for company performance and commission purposes, including commission adjustments processing.

• Provided direct support to all areas of the business• Create and maintain relationships with internal and external customers.• Worked directly with shipping carriers to resolve shipment issues and accessorial requests. • Performed rate quotes, bill of ladings, and pick up requests. • Responsible for processing customer RAs within 24 hours.• Investigated inventory/shipment discrepancies.• Performed product allocation.• Processed supplier drop shipment orders.• Performed customer billings.• Received numerous above beyond awards for performance