In this role, I envisioned, developed, and implemented routine and contingency operational plans to direct reports.Here, I developed, led, and inspired a talented group of passionate claims experience leads geared towards managing the Lemonade's claims advocates.I also leveraged data surrounding claim handling efficiency and loss ratio.Furthermore, I collaborated with supporting teams such as product, underwriting, quality assurance and training, to deliver impactful operational improvements.I established targeted goals and initiatives, reporting regularly to stakeholders, and driving process improvements.I delivered effective support in interviewing, onboarding, and training all CLX Advocates and leadership hires.Notable Achievements:• I introduced and implemented a smart tool to standardize claim files and ensure consistent customer communication.• I decreased aged claims by 9% and customer escalations by 12% with a 90% adoption rate of the new diary system.• I increased NPS (net promoter score) by 6 points by setting department KPIs and conducting quarterly OKRs.• Lemonade received national distinction as a top provider for handling renters' disputes.• I grew the department from 36 to 63 FTE. Through manager and team development, increased department engagement score by 13% during rapid growth.• I slashed onboarding by 33% (i.e. from 4.5 weeks to 3 weeks) and first year churn by 10% through close coordination with QA and training teams.

In this previous role, I recommended optimum product / rate program combinations to branch customers, leveraging exceptional consultative selling expertise.I cultivated and nurtured collaborative and trust-based relationships with customers to identify specific requirements and develop solutions accordingly.I trained and mentored branch teams in partnership with a field Lending Development Officer on home lending products and services.Moreover, I ensured compliance with applicable statues and procedures.Key Accomplishments:• I achieved and maintained 90%+ CSAT score, while yielding top quartile results in quantity of mortgage refinances closed.• I acquired the expertise necessary to calculate and discuss a refinance trade-off analysis with clients.

• Led customer experience training sessions for Vending Machine teams to enhance customer satisfaction.• Collaborated with design and branding teams to ensure consistent internal and external communication.• Boosted NPS by 7% through focused training on non-standard customer interactions and escalations.• Standardized and improved customer experience across 23 locations through customer-centric approaches.

In my role as Senior Manager of Talent Acquisition & Development at Carvana, I streamlined recruiting processes, identified organizational capabilities, and led projects in talent planning and career development. I sourced and hired director-level positions in operations, contributing to the company's growth and success.• Streamlined high volume recruiting process, analyzing pipeline metrics for effectiveness.• Identified organizational capabilities to achieve talent acquisition objectives.• Led projects in talent planning, career development, and diversity initiatives.

As a Territory Manager, I motivated, inspired, and led a team of Market Leaders based in various locations across a region of the US.I monitored and optimized budgets to meet financial obligations.I also sparked and initiated value-added measures to promote world-class customer service.Furthermore, I conducted on-site market visits to verify and enforce adherence to culture, individual development and performance standards.Noteworthy Highlights:• I originated and managed five last-mile delivery locations and two car vending machines in North Carolina and Florida.• I uplifted market share for 10 consecutive quarters, working cross-functionally with logistics, product, inspection centers, call center, marketing and people operations.• I installed 2 vending machines (customer-facing locations) that led to 2x volume growth in each market.

While contributing as a Market Operations Manager, I made all final hiring decisions for markets considering insights and comprehensive analysis.I strategically balanced execution, drove process improvements, and delivered impeccable customer service.I contributed to the launch and expansion of Carvana markets and car vending machines.I also collaborated with leadership, peers, and direct reports to drive meaningful results.Notable Achievements:• I expanded business operations for Carvana in the Charlotte area.• I hired and built a team of Customer Advocates, Lot Attendants and Team Leaders.• I boosted sales from 15 to over 100 per month while maintaining an 80+ NPS.• I launched the third ever delivery location for Carvana. At the time, there was zero infrastructure.

Managed strategic selling opportunities to ensure we delivered volume and profit plans across two customers.Responsible for Quaker, Tropicana and Gatorade products at Harris Teeter ($54 million annual sales) and Piggly Wiggly Carolina ($3 million annual sales).Grew Harris Teeter business 9% in sales.

Led 2 managers, 65 OTR drivers and 11 administrators with responsibilities for safety, service and cost.Re-structured the safety team and changed culture in order to increase team engagement and improve results. Decreased accidents by 43%; only seven collisions while driving five million miles in 2012.

Guided department performance to a positive variance to plan for two years.Owned a lean six sigma project that led to improved service to the warehouse, a $120,000 annual savings and headcount reduction.

Led a team of 23 frontline employees on the 2nd shift potato chip team.Responsible for two fryer lines and 36 packaging lines. Capacity per shift was 80,000 pounds of finished goods.Achieved best performance in ingredient conversion and labor performance across the department for two years.