Lead critical global network of partner relationships, implement new programs, drive operational excellence, negotiate contracts, and collaborate with internal Audible teams to help build and grow the global third-party outsourced network supporting Audible customers.

Amazon’s third-party marketplace business is outpacing the growth of the Retail business and now represents over 40% of all units sold. The Strategic Account Management (SAM) team is responsible for accelerating growth, expanding selection on the platform and improving retention amongst the existing Seller base, particularly among the largest Sellers in the US Marketplace. This team creates innovative ways to identify new selection, merchandising, and operational improvement opportunities through partnership with internal stakeholders such as Fulfillment by Amazon, Amazon Selling Coach, Sponsored Products, etc. and improving our overall knowledge of how to succeed as a Seller on Amazon Marketplaces.Planning/Analysis: Focus on driving success for some of the most influential Sellers in the US Marketplace and leveraging key learning/feedback to improve the Amazon platform that will benefit all Sellers. Conduct deep dive analysis on issues affecting Seller business performance and provide the Voice of the Seller feedback as an input into product development and process improvement. Analyze territory trends, diagnose root cause of performance and create actionable plans for operational improvements. Define the territory, opportunities and goals (Input/Output) within the portfolio of accounts. Identify key business opportunities for the territory and manage toward a growth plan. Implement account management best practices and SOPs into the business development framework.Leadership: Provide thought leadership in defining success criteria and understand business needs of large Sellers in an ever-changing business environment. Partner with external teams including Category Management (CMMs), Merchant Technology, and Global Account Management teams to align programs and initiatives to drive growth in existing seller base.

Client: Google North America – AdWords Interact with C-level executives across Google and Arvato inclusive of business review presentations (WBRs, MBRs and QBRs). Responsible for the management of relationships, sales and operations for Google North America AdWords. Performance Management of Operations and Service Level Attainment. Successfully turned around business unit within 3 months of role. Earned Client Trust immediately by thorough understanding of business needs along with direct accountability to department and individual stakeholders. Identify new sales opportunities within existing relationship and partner with client to maximize capacity. Executive level responsibilities for the account and all supporting departments (Operations, Workforce, Quality, Training/ Development and Recruiting). Senior level operational management inclusive of Key Performance Indicators (KPIs) and special incubation projects to drive desired results forward. Establish budgets with the client and company. Budget ownership on all financial targets (revenue, profitability and cost management). Project management, implementation and testing coordination. Create Site and Account Standard Operating Procedures. Strategic and tactical planning. Negotiate, lead and innovative development of opportunities. Attend local and global CRM meetings/ summits.

Build and manage the relationships with global Clients. Liaison between the client and my company to ensure effective communication both directions. Build trust with the clients through proactive actions and transparency with any potential challenges. Maintain frequent contact and face to face meetings with the clients. Contract management and compliance. Structure and frame complex problems requiring immediate, mid to long-term planning solutions. Create space for sales proposals inclusive of working proactively with internal teams to capitalize on feasible sales opportunities. Direct responsibility and accountability for delivery of client satisfaction as related to 1) review and analyze all performance reports submitted to clients; 2) corroborate with clients on deliverables with respect to content, time and scope; 3) promote WBR/ MBR/ QBR meetings with clients (Weekly, Monthly/ Quarterly Business Reviews); 4) complete and manage C-SAT assessments from our clients; 5) work with the internal areas to ensure a high level of service delivery to clients; 6) coordinate any follow up actions or processes for account or business improvements. Partner with Operations for any business need that affects or impacts the account or relationship. Domestic and international travel (approximately 80%).

Overall accountability for client satisfaction and the successful management of the relationship with and delivery of services to over 70 strategic clients. Collaborate with various technical teams and resources consisting of Architects, Implementation Managers, Systems Administrations, Client Engineers and 24x7 Global Support. Evaluate incoming projects for operational impact to the client’s system, and implement strategies to mitigate any negative effects. Improving system and service performance consistently over the life cycle of the relationship through using standard, consistent, globally applied methods. Advocate for the Clients to the benefit of the service relationship. Assist in negotiating, closing, and maintaining multi-million dollar services contracts. Develop, track and report on Service Level Agreement compliance for existing services contracts. Develop and manage strategic relationships with service delivery partners. Organize, implement, and report status of ongoing operational improvements to the existing infrastructure. Facilitate problem solving and technical resolution meetings between assigned Client Engineers and the Client including coordination of Change Requests. Escalate of Service Requests and Problem Tickets. Lead and attend daily, weekly, and monthly meetings.

Senior Operational Leader responsible for overall management for client performance interactions, delivery of operational results through superior virtual solutions and growth by maintenance of ranking as Undisputed Top Performer. Contractual compliance with financial profit and loss accountability. Constant performance analysis, trending and review of metrics along with Service Level Requirements. Develops and maintains a detailed Client Account Plan on a daily basis. Reviews client scorecard performance and takes action to deliver against the contract along with company milestone goals. Create monthly/ quarterly/ end of year business reviews for company and client. Manage and develop a team of 10 Performance Compliance Leads (Operations Managers). Balance ratio management of Performance Compliance Lead (PCL) to Performance Facilitator (PF) and to Client Support Professionals (CSPs). Collaborates with Business Analytics & Shared Services Teams. Headcount = 3000 CSPs; 250+ PFs and 10 Performance Compliance Leads.

Senior level call center operations and client business unit manager with profit and loss accountability. Responsible for site financial performance: Revenue, Direct/ Indirect Expenses and Profit. Serve as primary contact with all level of client relations and APAC to ensure contractual compliance, Key Performance Indicators are achieved, and enhance opportunities for business growth. Proactively manage program expectations this includes recommendations for process & performance improvements. Manage and develop all Staff-level positions: Operations Managers, Trainers, Team Leaders, Team Coaches, Quality Analysts through many levels of coaching including Root Cause Analysis, reward and recognition. Supervise/ develop agents. Additional responsibilities include interviewing, hiring, and training all levels of exempt leadership and hourly employees. Create incentives to motivate towards achieving peak performance. Partner with inter-departmental support such as Human Resources, Recruiting, Workforce, Corporate Training, and Administration.Highlights: Improved Absenteeism from 17% Averages to less than 4%. Improved billable production hours by 61%.

Highlights: Achieved Site Best in Class Absenteeism of less than 3% in 13 years during Client Peak Season. Performing Top Grading on Managers, Team Leaders and Agents. Improved Lost Hours by up to 70% through reductions in Break/ Lunch Overages & Make-up Hours from Absenteeism. Improved Quality Ratings and Customer Satisfaction Index (CSI) by over 50% to achieve Perfect 10 Rating for 2 consecutive months.

General Manager (Assistant General Manager & Value Functions Director)Clients: Verizon Wireless, Boost, Sprint, Humana, Aetna Healthcare and AT&TPromotion path: SBU Manager > Assistant General Manager > Care Value Functions Director > General Manager all within a period of 7 Months. Senior level call center operations management position with profit and loss accountability for an overall $13M revenue generation.o Reduced Attrition by 24%. Reduced Absenteeism/ Shrink/ Lost Hours by 15%. Improved Quality Ratings and Customer Service Satisfaction by over 10% to become the #1 site in First Call Resolution out of 19 locationsSuccessfully turned over site leadership of 60+ team members to build one that supports the client’s mission and company vision. Financial reporting including: Fiscal Year Budget, Quarterly Reforecast, Weekly Flash Reports, Payroll, VARBU, and Bonus Plans.As Assistant General Manager: Successfully launched with a dynamic staff 5 different projects: Humana, Aetna, Boost, Blue Cross Blue Shield and ATT with aggressive headcount ramp plans. Highlights: Humana – 1st project launched with profitability by 2nd full month achieving almost 10% PTP; Aetna – 2nd project launched with profitability by 4th full month; Boost – profit margins achieved in first full month after launch and achieved almost 20% PTP by 2nd month in operations.

Jul 04 – Sep 05Strategic Business Unit Manager/ Senior Operations Manager - Lexington, KentuckyPromoted to SBU Manager from Operations Manager within first 7 months of demonstrated success. Analyze work flow and assignments to ensure efficient and cost effective operations. Apply strong knowledge of company policies for compliance. Team reporting relationship comprised of 24 Customer Care Supervisors, 2 Operations Managers, Quality Team Members, Training and Work Force Departments. Offer one-on-one development in problem resolution and career path mapping. Create and implement new processes within the call center to exceed financial performance goals. Served as communication liaison between client and organization departments. Oct 03 – Jul 04Operations ManagerManaged the daily operations of a complex Call Center organization for the State of Georgia Healthcare Partnership which consisted of Member and Provider Inquiry Units. Analyzed and reviewed the day-to-day operations to ensure Service Level Attainments are met and exceeded per contractual agreement. Evaluated daily key performance indicators and implement improvement needs. Implemented Quality Assurance frequency measures to promote one call resolution and client satisfaction. Developed the future leaders of the Call Center through effective management and training of Team Managers, Supervisors, and Team Coaches. Developed incentive programs for all staffing levels to encourage performance and boost morale. Established consistent and constructive processes to develop a very efficient and productive front line staff. Prepared daily/weekly/monthly reports to Management. Excellent prioritization skills and proven decision making ability. Budget management: Minimized lost revenue opportunities by managing absenteeism, attrition, and production stoppages. Managed expenses by analyzing staff time versus payroll hours.Sep 02 – Oct 03Team Manager

Supervised 20-30 employees to attain sales goals. Conducted daily team meetings. Maintained and stabilized headcount through planning and hiring. Assisted reps in fulfillment of goals through training, coaching, recognition and strong leadership. Motivated reps for optimum efficiency and profitability. Analyzed performance trends and recommends actions for improvement. Distributed daily reports on sales reps and manage statistical performance. Conducted employee performance reviews. Handled all sales escalations received by direct reports. Counseled inside sales representatives with effective corrective action procedures. Process and administer payroll. Trained new sales associates. Motivated team players to promote positive and upbeat environment. Conducted daily/weekly shift meetings. Updated system reports to check productivity. Distributed team statistics on a daily basis. Researched related concepts on competitor products and prices, as well as marketing techniques. Handled incoming calls and outgoing company leads. Solicited new accounts throughout the United States for Long Distance and Internet services. Transferred local customers from Bell Atlantic/Verizon to MCI Local services. Monitored sales calls. Assisted representatives with handling reluctance. Distributed messages to sales staff for customer callbacks.Honors: Achieved “Hall of Fame” Sales Award; Quality Monitoring Awards (9 months); Top 5% Excellerator Sales Rep & Consistently exceed sales goals by 250%