Strategic Leadership- Sales and Client Service strategy to nurture prospects and existing customers.Innovation- Led company-wide effort to overhaul ERP, CRM, and ticketing software through a thorough RFP vendor analysis to improve operational workflow and automation.Talent Management and Team Development- Develop leadership and staff levels through the creation and development of company objectives aligned with departmental goals and individual SMART goals.- Development through mentoring initiatives to empower staff improving culture, strategic vision, leadership skills and emotional intelligence.Marketing, Sales and Service- Direct oversight of Sales, Service and Marketing initiatives

Transferred over thirty years of Operations leadership experience into the ecommerce, retail and warehouse management industry by cultivating strong client relationships and driving customer satisfaction. Quickly establishing a proven track record of delivering exceptional support and strategic guidance to clients. Skilled in account management, problem solving, and fostering long-term partnerships. Built a white-glove service team from the foundational level, including the creation of: - IDX160 Service training program – the first four weeks of an IDX employee’s experience at IDX. - Customer Journey Roadmap – process flow of a customer’s journey with IDX, emphasizing service in all touchpoints within each department. - Client Service Values – core expectations and deliverables required within Account Management. - Continuous Improvement – built and integrated a customer feedback loop resulting in 99% satisfaction. - Developed the ‘Pathway to Launch’ roadmap, establishing the development lifecycle of a new ecommerce webstore build through the process of lead generation to deployment. - Led efforts to onboard new clients, ensuring a smooth transition and alignment with their goals and objectives. - Proactively identify opportunities to upsell and cross-sell products and services, resulting in increased revenue and client retention.

Freelance Operations and Client Service professional utilizing my comprehensive experience in client services, account management, project management, quality control and performance metrics. Available for remote, contract and temporary assignments. Willing to accept a full-time position for the right opportunity to add value to a team and organization.

Led Account Management staff responsible for post-sale workflow of domestic linear business for ABC, Disney Channel, ESPN, Freeform, FX and National Geographic channels. Oversight of campaign delivery throughout lifecycle from plan generation to on-air commercial inventory for WPP holding company and Performance Marketing agencies.Challenged current processes and customized reporting, driving improved data analytics and reporting to bring metadata to meaningful insights, improve accuracy and reduce operational cost.Boosted client service approval 30% YoY by leading strategy to prioritize client service values and establish service level agreement to deliver customer delight.Led operational oversight of FX and National Geographic merger to develop and onboard multiple networks onto singular workflow and system with training and support.Spearheaded creation of reporting solutions through MicroStrategy and Robotics Automation resulting in saved revenue, improved client satisfaction and deal delivery, reduced operational costs and improved sales negotiation data. MicroStrategy and Robotic Process Automation: - Preemption Reporting: Measure commercial inventory removed from original programming for staff to act upon and avoid lost revenue. - Unallocated Reporting: Spotlight touchpoint in operation process to identify and remove unbranded advertisers to eliminate lost revenue. - Performance Marketing Clearance Reporting: Measure volume of Direct Response commercial inventory ordered, scheduled, and the clearance rate, improving agency negotiation on rates. - Workload Measurement: Produce automation around KPIs identifying time spent with account management staff, resulting in more equitable distribution of work and reducing costs and redundancies.Led acquisition oversight of third-party MediaMint support staff, reducing costs and improving client service.

Led Account Management staff on ESPN networks responsible for post-sale campaign management. Oversight of customer-focused staff in Bristol, CT, New York, Chicago and LA managing campaign performance. - Led technology priorities for improved workflows and project management liaison with technology developers to drive operational performance. - Collaborated with sourcing to purchase third-party vendor product, streamlining inbound traffic instructions for commercial creative and allowing electronic tracking and storage of critical documentation to increase flexibility in receiving traffic off site. - Led Restrictor project to automate and align BS&P restrictions and approvals workflow to deal management and scheduling platforms.

Directed departmental strategy, implementation, and quality control of domestic and international business of 60+ staff members. - Established Sales and Operations cross-functional team to prioritize challenges and opportunities. - Acquired third-party systems and internally developed system solutions to generate improved operational efficiency and accuracy.

Managed scheduling, commercial traffic, media clearance, sponsorship, client supplied, and international teams. Business owner for agile technology projects providing recommendations to system challenges to improve system performance. Project lead through several network launches - domestic and international. - Improved process efficiencies and achieved 99.9% accuracy of all commercial inventory. - Managed staff training, system implementation, and process adoption in Sao Paulo, Brazil, Buenos Aires, Argentina, Mexico City, Mexico and London, England. - Developed and integrated electronic log project to manage post finalization commercial changes into an online environment, driving flexibility into our culture to meet client needs and increase sales revenue by optimization of inventory.