Led the design, development, implementation and delivery of operations related training, across the expansion of the Footwear and Apparel Distribution Centers. Designed and developed an effective operations training program for all facilities, in cooperation with a network of over 100 Trainers, four coordinators, six trainer coaches, and four instructional designers and managed the successful rollout and implementation. Pioneered the implementation of the Train-the-Trainer Program and utilized the model of Training Within Industry (TWI) model for field associates across the four largest distribution centers nationwide. Recognized as finalist in Nike 2016 Implementation of Lean Concepts in Training Program for solution creativity and resolution of bottleneck issue in packaging, value-added services, and shipping. Recipient of the Nike Spot Award 2014 and qualified for the Nike Maxim Award 2015 for spearheading the large-scale association transition for the largest distribution center in North America – North America Logistics Center.

Led front office core teams for Campaigns, Marketing, Sales, Territory Management, Customer Service, Field Services, IVR / Web, Reporting, Payment Management, and Collections in multi-year business transformation project; replacing custom front office legacy system and JDE 8 back office system.

Guided Customer Service vertical for multi-year business transformation project replacing custom front office legacy system and JDE 8 back office system.Ensured adherence to Commercial Off-the-Shelf (COTS) model and best-in-class project methodology by aligning deliverables with requirements traceability matrix, managing exceptions through formal change process, assessing timeline, cost, and usability impacts.

Completed start-up of QA department supporting over 1K seat multi-location call center, reporting to SVP of Customer Service, and Training.

Directed Technology Support team of multi-location call center, reporting directly to Client Relations Executive, supporting South Central Region and overall $8.5B in revenues and approximately 590K clients worldwide.

Hand-selected for providing expert-level reorganization services to Customer Care department, reporting directly to VP of Client Solutions.

Reorganized Workforce Management division, implementing best-in-class forecasting and service level protocols, reporting to Senior Vice President of Operations.