• Led a customer service team in Savannah, Georgia, overseeing daily operations to meet KPIs.• Redesigned service delivery processes through data-driven insights, improving efficiency by 35%.• Decreased operational costs by 20% while enhancing the overall customer experience.

Celebrations Brands: The Gift Wrap Company, LANG, CR Gibson, NIQUEA.D, LoveVividOversaw all aspects of the Celebrations Brands account management and customer service functions. Managed a cross-trained team of thirteen. Directed day-to-day key account support, inside sales, and customer service operations for the $50M brand. Selected accomplishments:• Operations: Managing customer service, financials, process improvement, supply chain and Logistics, warehouse operations, 3PL, and sales.• Project Management: Leading ERP conversions, multi-brand integrations, warehouse relocations, onboarding EDI customers, and scaling a $15M drop-ship business.• Team Leadership & Development: Recruiting, training, and mentoring teams to achieve their goals and excel in their roles.• Customer Service & Account Management: Enhancing customer satisfaction and loyalty, working with clients like Walmart, Target, Macy’s, and more.• Sales: Driving revenue growth through strategic sales initiatives for independent and key customers.Technical:Microsoft Office Suite, Jira Project Management, Authorize.Net, SquareVendor Online Portals: Retail Link, Target Partners Online, Macy’s.Net, SPS Commerce, CommerceHub (Rithum), OpenText, Fineline Global, Amazon Vendor Central, Staples ExchangeERP: AS400, JDE-1, Epicor, JDE World Salesforce Automation Platforms: Brandwise, Market Time, BrokerForce, EMUN E-commerce and CRM Platforms: Shopify, Faire, SugarCRM, Salesforce

Developed and executed strategic sales plans to achieve company sales targets and expand market share for two Celebrations Brands: The Gift Wrap Company and CR Gibson. Led, mentored, and motivated a team of regional sales managers, providing guidance, coaching, and support to ensure performance goals were achieved. Collaborated with cross-functional teams, including marketing product development, and finance, to ensure alignment of sales strategies with overall business objectives.Selected accomplishments:• Analyzed sales performance data to identify growth opportunities and optimize sales strategies, tripling revenue to $15M. • Developed and executed creative promotional campaigns that resonated with target audiences to achieve sales. • Achieved consistent sales and margin performance, consistently meeting or exceeding expectations.

Created and implemented strategies to improve customer satisfaction, loyalty, and retention. Recruited, trained, coached, and supervised Customer Service Representatives to ensure they provided excellent service to customers. Oversaw customer interactions across various channels to ensure consistency in service quality and adherence to company policies and standards.