The Customer Support team handles a high volume of inbound sales and service calls and emails from across the United States. As the leader of this department, my charge was to ensure a consistently superb customer experience in the most efficient manner possible. These daily demands had to be balanced with making the right investments in people and process so as to create long term operational excellence. My team consisted of 35+ Customer Support Agents, 5 Team Leads, 1 Quality Assurance Lead, and 1 Sales and Merchandising Manager, spread across three locations.Key Accomplishments:• Completed strategic review of talent management program for U.S. Sales, identifying and prioritizing steps required to fill critical gaps and drive increased business metric performance• Implemented suggested changes in recruiting strategy to increase quality of applicants while reducing the number of hours required to consistently produce these results• Launched a program and created a tool to facilitate random sampling of key data points from our call library in order to gain valuable insights into customer satisfaction, sales efficiency and training effectiveness• Designed and implemented a new disciplinary process that utilized a review board paneled by department leaders in order to create buy-in, increase objectivity, and spread lessons-learned across the organization

In this role I held sole responsibility for the initial phase of three process improvement initiatives related to new property on-boarding, building de-commissioning, and contractor/employee on-boarding. Using structured frameworks to guide my analysis, I conducted 40+ interviews with subject matter experts to gather primary data while also building consensus on the current state of operations. Key Accomplishments:• Analyzed 140+ process steps to reduce resource waste and increase operational excellence, using process maps and DMAIC-based tools to guide a path to continuous improvement• Leveraged secondary research to incorporate key benchmarks and best-practices• Exceeded delivery timeline, enabling assignment of additional project• Earned recognition as Fidelity Intern of the Summer for the Boston region

Served as a project manager within the Operations Section of the 13th Marine Expeditionary Unit, consisting of three commands with 2200+ Marines and Sailors. Also served as the senior security and law enforcement advisor to the commander and all subordinate commands.

Led a team of 4 American advisors embedded to train, mentor, advise, and operate with a 110-man element of the Afghan National Army in support of combat and counter-insurgency operations.

Commanded a Military Police District with 45+ Marines and Civilian employess, encompassing a densely populated urban area of approximately 16 square miles.