• Championed operational excellence by streamlining processes and leveraging technology to improve customer satisfaction and achieve sustainable growth.• Designed and implemented a customer journey roadmap, leading to measurable improvements in pre-delivery, delivery, and post-delivery processes.• Reduced return rates from over 4% to under 2% through targeted process and system enhancements.• Launched "CX All-Stars," a transformative team identity initiative that improved engagement, reduced attrition to below 25%, and strengthened internal bench strength through a robust 9-box evaluation process.• Elevated CX technology with AI/BOT solutions, enhancing customer interaction, recruiting, onboarding, and training processes while maintaining a human-centered approach.Key Achievements:• Recognized on the 2024 CX100 list of the most transformative global CX leaders.• Increased operational KPIs to best-in-industry levels, earning nominations for Best-in-Class Contact Center (2023, 2024).• Established a leadership training program to build business acumen and foster a culture of accountability.

• Executed a 500+ initiative CX roadmap focused on driving continuous improvement across people, processes, and technology.• Enhanced operational scalability by launching a BPO partnership within 30 days, expanding client support from 40 to 80 hours per week.• Implemented skill-based routing through Zendesk, improving ticket resolution times from 9 days to 8 hours and reducing ASA to under 30 seconds.• Deployed a new escalation framework and VIP client support model, delivering measurable gains in customer satisfaction and retention.

• Delivered a 6,000-basis point improvement in service levels while overseeing both B2B & B2C with 1,200+ employees across six locations with a $41M operating budget.• Designed and launched over 100 technology initiatives, including Salesforce Service Cloud and omnichannel platforms, increasing operational efficiency and scalability.• Improved cycle times from 30+ days to under 2 days by optimizing processes and leveraging Lean methodologies.• Expanded service capacity tenfold by opening new hubs in Tampa and Phoenix while navigating COVID-19 operational challenges.• Introduced AI-driven self-service tools, reducing customer effort and shifting 65% of delivery confirmation calls to automated solutions.Key Contributions:• Achieved a seamless digital transformation during COVID-19, enabling virtual sales chat and meeting revenue goals while brick-and-mortar stores were closed.• Introduced Franklin Covey "Leading Loyalty" huddles, boosting quality scores from 1.8 to 4.6 out of 5.0.

• Optimized operations for 2,600 employees across three sites, driving $450M in call-in revenue by implementing innovative processes and technologies.• Reduced expenses by $7M annually through strategic system upgrades, including Cisco UCCE and Oracle CSC.• Designed and executed a 3-year technology roadmap, integrating AI solutions to enhance the customer journey.

• District Operations Leader: Improved operational performance from the bottom 4% to the top 9% within 18 months.• Senior Project Manager & Salon Services Senior Manager: Delivered process and technology improvements, earning multiple awards for excellence.• Buying, Planning & Allocation, IT support, Order support, Process Improvement & Reporting/Analysis