-Grew delivery team from 30 to 50+ drivers and 3 delivery supervisors-Ensure daily delivery of 300 - 800 orders reduced late deliveries from 45% to 15%-Decrease driver cost by 17%-Analyze customer feedback, create SOPs and implement best practices in order to increase delivery accuracy and customer retention-Recruit and onboard delivery drivers, delivery supervisors and warehouse associatesLiaise with engineering, operations and customer happiness teams in order to identify system bugs and possible improvements

-Lead staff of 50 drivers as well as 5 associates including scheduling-Collaborate cross functionally with inventory and engineering teams -Create SOPs and workflows -Tools: GSuite, Excel, METRC, Odoo, Onfleet, Comm100, Atlassian, Slack, Hypur and Dama financial-Dispatch orders ensuring timely delivery-Managed customer support chat-Mobile delivery inventory-Reporting-Cash handling

- Managing Telemarketing and Telefundraising campaigns for American Conservatory Theater- Hiring, training and coaching telemarketers - Writing scripts - Analyzing refusal data and creating strategies to increase results

- Take inbound sales and customer service calls- Upsell and solicit donations- Process phone, e-mail and mail orders in Audience View- Prepare and mail tickets

- Planning and executing telefundraising campaigns for non-profit and political action groups in support of direct mail, e-mail and online fundraising efforts- Providing clients with excellent service and build strong client relationships. - Working within cross-functional teams to create annual budget for client approval- Developing annual telemarketing strategy - Partnering with telemarketing vendors training staff on issues, messaging and scripts to ensure optimal results- Writing scripts and reminder letters- Troubleshooting campaigns- Analyzing reports in order to capitalize on opportunities for additional revenue

American Conservatory TheaterManaged staff (20 callers, with an assistant manager), hired and trained callers, coached and mentored to increase effectiveness and reduce turnover; made client assessments, interfaced with client contacts for productivity and calling strategy, creating caller incentives, maximizing subscription revenue, etc.

External (client interface) and internal (Business Development Telesales teams) responsibilities for sales lead generation. Clients included small to midsize technology companies and solution providers for Fortune 500 technology companiesDevelopment, implementation, and continuous improvement of client programs to increase resultsOngoing sales, target customer list, and market analyses, including creation and refinement of supporting sales materials, such as call scripts, value propositions, and elevator pitches.Coordinate and facilitate internal operational training, coaching, and management of business development associates to meet clients' productivity requirements and sales goals.Various responsibilities beyond scope of main assignment, such as working with Sales Directors and VP-Operations to develop strategies to further grow business opportunities within existing accounts.