As a member of the Senior Leadership Team (SLT), reporting directly to the SVP and GM of Keystone Automotive Operations, Inc & NTP-STAG, my primary responsibilities include unifying and leading the US & Canada, Auto and RV teams into a single Customer Care team. My role within the organization is to lead a team that handles all inbound customer contacts (Customer Support & Customer Service) for both companies – Keystone Automotive Operations, Inc as well as NTP-STAG, a division of Keystone Automotive. I lead two distinct teams with a common mission:• Promptly answer/handle inbound customer contacts both phone & email• Provide a high quality of service that is polite, courteous, professional, consistent and accurate• Remove day to day routine tasks off our sales team to allow them to focus their time on strategic growth initiativesSome key accomplishments include:• Reduced headcount by 12% allowing team to re-allocate resources into other high value target areas• Reduced Customer Support ASA by 18% and Customer Service ASA by 26% YOY• Reduced Customer Support ABN% by 25% and Customer Service ABN% by 37% YOY• Successfully created, launched and monitored multiple projects and policy changes aimed at customer experience enhancements and top line growth opportunities• Began routing all internal email boxes like phone calls to collect the data needed to staff accordingly, provide insight into agent email performance to make improvements and analyze email contact trends• Major change management unifying all teams that existed as standalone entities into one single cohesive team following the same procedures, policies and training

As a member of the Senior Leadership Team (SLT), reporting directly to the SVP Sales & Marketing (North America), my primary responsibilities were to streamline the organization’s VOIP processes including but not limited to reporting, routing, auto attendants, hours of operation and moving away from individual, stand-alone call centers to a national call center platform via one unified Customer Care team. Secondary duties included instituting call quality controls via a call recording solution, global order entry re-write combining two different stand-alone ERP systems and an add-on sales initiative to increase our average customer transaction via each customer interaction whether via phone, B2B website or email. Some key accomplishments include: • Corrected and/or Created standardized VOIP reporting including Total Inbound Summary, Call Interval, Agent Release Time along with other key reports to standardize and create a set of KPIs• Led Agile Team to combine our two existing legacy ERP systems into a single, web based, front end global order entry system for our sales organization to utilize • Improved company-wide ABN% ranging from 20%-25% to 7% in less than 12 months via utilizing newly created reports, call routing changes and cross training of agents to leverage existing staff to handle all types of sales calls• Led Call Recording project to research call recording vendors, select proper company fit based on company needs and costs and roll out Calabrio call recording solution to entire sales organization • Created and led the sales organization’s add-on sales initiative which saw increases of 34% top line sales growth and 31% unit growth over a 7-month period while creating a new source of supplier income for the company• Led project to create an internal Price Deviation Tool to quickly address internal price deviations while creating a more structured approval process with means to collect valuable price deviation data

The Support & Service teams handle over 94% of all inbound call volume for the company ranging from sales support inquiries to returns and other customer service related requests. As the senior leader of the department reporting to the SVP of US Sales my core responsibilities are to improve our core metrics specifically ASA and ABN% while improving internal efficiencies both via process and talent recruitment. I lead a team of 70+ associates ranging from Customer Service and Support Agents to a Customer Service & Customer Support Manager, Business Operations Manager, Team Leaders and a Quality Assurance/Field Ops Lead across three separate locations. Some key accomplishments include: • Achieved ASA & ABN % objectives and improved both KPIs by 50% YOY while reducing headcount by 15%• Changed the culture of order takers to order makers developing sales skills for agents while creating a tactical blueprint for future selling initiatives• Discovered opportunities to reduce OT and improve customer response times by adjusting contact center operating hours• Sought and found a solution to make outbound calls in lieu of Customer Service agents to improve productivity while increasing customer touches on late or cancelled deliveries• Increased Team Lead side by side (SBS) time from <20% to 50% per week which contributed to 8% increase in calls per hour, and a 12% increase in dollars per call• Implemented first ever email routing via our existing phone system for all Support & Service inboxes to treat emails like calls and to track, measure and prioritize based on select criteria• Reduced onboard training time of new agents from 4 weeks to 3 weeks

Responsible for day-to-day sales operations encompassing over 1,000 customers spanning 40+ countries, business analytics, P&L and strategic direction of global business development including global resource search and hiring, marketing of products, coordinating & overseeing sales blitzes in target growth geographies, targeted magazine advertising, creation, design and implementation of trade show exhibitions, social media and international advertising through various traditional and non-traditional channels throughout the world.

Duties and responsibilities included management of daily business operations, the development and supervision of the company’s business to consumer website and process improvement efforts throughout multiple business units including B2B & B2C drop shipping and global business development. Led business analytics for business to consumer website and created first dashboard of key performance indicators which led to increased sales, greater efficiencies and cost savings which also included weekly operating reviews tracking our financial and operational objectives.

Responsible for developing and managing all wholesale & retail activities including promotions, market research, market specific growth strategies, market segmentation and overall marketing strategy and execution of the company’s customer-specific private buying/information events in New Jersey, Georgia, and California as well as the company's incentive group travel program. Created and managed the department’s expense budget, co-op budget, and sales budget of marketing publications. Developed and implemented the business plan of one of the largest product categories and interacted with suppliers and manufacturer reps to develop exclusive wholesale and retail programs and promotions.