Great new custom furniture company where I manage a team of Customer Service Representatives and train Jr. Designers for sales roles within the company. Act as a brand ambassador for Inside Weather by sharing our designs and customization enthusiasm to consumers and businesses looking to update their space with modern pieces to suit any environment.

Purchased business from widow of previous owner after helping run it for a decade. Handled all aspects of the business including AP/AR membership billing, web site design and maintenance (including HTML thru trial and error), sales, customer service, vendor relations and member benefits enrollment. Created two complimentary sites to help develop and drive traffic until company was prepped and poised to sell.

Rolled out US operation and inaugural team for this outsourced technology support provider. Set the high standard that resulting in increased business and influenced organizational growth. Spearheaded process changes and standardization processes to ensure success. Created internal client network to help team with issues and escalations. Built relationship to coordinate additional tools, escalation paths and resources for my team.Speaking of my team, I maintained strict headcount of 30 Account Managers thru accurately predicting employee instability and performance issues. Challenged to maintain clear expectations when no standard policies existed. Conducted monthly 1:1 performance meeting to discuss performance, attendance and growth plans.

VC backed e-commerce start-up scaling quickly in the huge furniture market by mixing content and commerce. Exciting vision and energetic environment where I have helped company improve their service (proven thru a 40 point NPS gain) while reducing key metrics (for example, lowered email Time to First Response from over 100 hours to under 4 hours.) • Initiated and implemented strategies to improve the customer experience and increase retention• Created a multimedia-training program including videos, audio training, workflow diagrams and training manuals• Managed in house team of 13 and 14 work from home freelancers including budget, reporting, scheduling, motivating, reviewing from onboarding to promotions to dismissing• Advocated and made changes to core business model to be customer friendly• Created and continually modified workflows for optimum performance• Acted as company desk.com administrator, mastering Business Insights and Admin level system knowledge• Introduced Customer Service KPIs and provided insight and predictive reporting thru data• Worked closely with the rest of the executive team and company leaders to drive and implement improvements in process and execute increases in efficiency

Company operates an international e-commerce site, wire center, call center as part of services to their floral business members who are competitively screened as leaders in distinct geographic markets.OPERATIONS MANAGER Recruited/relocated to improve and manage customer service staff; quickly expanded to General Operations Management encompassing: Customer/Member Services and Sales, Office Management, HR and IT Administration• Customer Service: o Manage/mentor CSR Manager increasing abilities, confidence and performance. Respond to all escalated service calls from members and their clientso Developed new processes and reporting tools to increase productivity. Reduced overhead through retraining and reallocation of employee resources and technologyo Improved office morale impacting service standards and volume, attitude, professionalism, and retention • Sales:o Company realized 38% increase in membership sales following reallocation and re-training of a previously underutilized employee resource. Remotely manage and motivate her following her geographic relocationo Developed KPI for Sales and Service Staff as well as members and affiliateso Implemented marketing and CSR processes resulting in significant sales increase• Operations: o Audit bills, payroll and commission programs. Responsible for budgeting and cost controlso Manage all vendor relationships. Identify and evaluate affiliate and partnership offerings including three new e-commerce possibilitieso Human Resources Administration: new hire processing, benefits, time-keeping and payroll oversight. Monitor employer legal requirements; developed procedures manual with updated legal safeguards. Oversee discipline and terminationso LAN Administrator. Coordinate telephony and IT vendors; reduced duplications, errors and spending. Troubleshoot complex interface between proprietary applications. Identify new opportunities to adapt existing technology

Created 12-employee CSR call center in San Diego. Moved business to Las Vegas in 2004, operating in leased space before converting to home-based business with remote service reps in 2006. Closed call-center in 2012 in order to seek an employment relationship• Created business plan, obtained lending, negotiated lease, planned space, purchased technology and furnishings• Transitioned telephony technology from call-center to remote-off-site business model • Hired, trained and managed staff; adjusted staffing patterns to ensure client coverageCLIENTS’ BUSINESS MANAGER 2005-2012Assumed executive/operational responsibility for largest client in 2005. Hired to handle marketing/fulfillment for another in 2006.

• Chief Operations Officer: Administration, accounting, billing, planning, forecasting, cash management, budget and vendor management; materials fulfillment o Secured and broadcast 3rd party discounted service offerings for 200,000+ members o Developed sales campaign strategies and telemarketing scripts for marketing vendorso Moved CRM on-line from Access database; transitioned it to the Cloudo Envisioned, developed content and managed website for SBN and their e-commerce venture, Network & Save. Secured affiliates thru multiple channelso Negotiated bank relationships for funding and credit-card processing of annual billingo Interfaced with Attorneys General in multiple states. Authorized to negotiate and make settlements. Handled SBN dealings Better Business Bureaus to maintain A+ ratingOngoing/part-time 2012 to Presento Handle billing and collections for owner’s widow part-time since 2012 o Positioning entity for sale: screen potential buyers, providing operational, cash-flow and bank financing details

• Database Administrator/Trainer. Continued conversion, developed process, trained staff. Updated procedures manual

Recruited/relocated for call center and IT conversion projects. Concurrently handled administration for new IT division, training as Tech Recruiter. Worked part-time/remotely following move to Colorado in 2000. SAN FRANCISCO 1998 - 2000 • IT Administration and Project Manager o Transitioned company from Macintosh (15) to PC computers (25); managed hardware and software conversion projecto Researched, selected and implemented CRM/database product still in use. Database Administrator and trainero Adapted software to established company service process. Developed product training manual • Tech Recruitero Recruited and placed contract employees and direct-hire candidates. Handled Tech Division administration

*Company was acquired by Comcast. Customer Service, Service Metrics and Control (Colorado)/Office Management (New Mexico)Hired after temporary employment in the role of Customer Service Representative: responding to orders, billing and technical questions. Promoted to Dispatch, scheduling work orders for installer and technician; scheduled and coordinated routes for field staff and contractorsDeveloped service metrics on own initiative, consequently spearheaded first version of Quality Control Department Promoted to Customer Service Senior working directly with supervisor to hire, train, discipline, and fire staff. Achieved best call center error ratio; exceeded sales goals, winning performance recognition and awardsPromoted and relocated at company expense to Assistant Office Manager: Relocated to branch office to help organize and streamline office. Took payments, dealt with customers over the phone and face-to-face. Dispatch to local field staff, complete overhaul of filing system-including volunteering time to get problem corrected.