Customer Experience in support of fast paced growing business • Evaluate customer touchpoints across all channels, identify opportunity to enhance customer experience/direct changes.Project Management • Onboard marquee enterprise accounts. • Create project tracking, data collection and training forms to allow for organized, one call requirements collection and shortest path to go-live. Efficiencies in place, team increased from 1 to 6 per month.• Logic, direct and monitor site builds, solving for unique customer requests.• Implement & direct testing plans to ensure all systems are integrated and mapped correctly.• Manage third party platform partners hosting our numerous enterprise sites.Process Improvement• Centralize company-wide process and locate new partner for risk mitigation and efficiency - save substantial amounts annually.• Exceptional ability to find “holes”, contribute solutioning, and provide swift, thoughtful decisions on key initiatives that drive projects to completion. Recognized by senior leaders and peers as critical to cross-channel project success.Team Building & Leadership• Allow for autonomy and ownership while holding accountable for deliverables. • Recognize, utilize, and nurture individual strengths of my team.

• Contributed actively to the management and direction of the website (including SEO, SEM, affiliate marketing) order and inventory files, warehouse processes, and call center team.• Selected/transitioned customer service to a new contact center. Negotiated solid contract and pricing.• Steered selection process to transition to new 3PL facility; managed Request for Proposal (RFP) and created project tracking documentation to compile and assess options.• Onboarded new web platform on time and within budget. • Implemented a variety of operational improvements. • Directed email, SEO, SEM, affiliate marketing.

Ensure Scrubs & Beyond’s mission of excellence in customer service is carried out. Create, coordinate, and implement both system and operational processes necessary to improve customer experience.

District Manager 2002-2004Store Manager 1998-2004Sale Catalog Coordinator 1997-1998Assistant Manager 1995-1997