As Director of Customer Experience at Arbor-Nomics and Simply Organic, I’m fortunate to lead a dedicated team of 12 Customer Service Representatives, along with an Accounts Receivable specialist and an IT specialist, as we work together to serve over 22,000 customers. My role blends strategic oversight with hands-on support, from managing customer service operations, IT, scheduling, and work assignments to overseeing program renewals, collections, payment processing, and office management functions like coordinating supply orders and facility maintenance.Partnering closely with Sales and Marketing, I’ve helped launch initiatives like our automated after-service emails and two-way SMS platform, which have boosted customer engagement and contributed to significant revenue growth. I also take a data-driven approach to our Quality Control Visits, using insights to strategically guide these efforts to the areas where they make the most impact.My leadership philosophy is rooted in empathy and teamwork. I believe in empowering my team by giving them the resources and support they need to succeed while maintaining a high standard of service. If you'd like to connect or discuss ways to improve the customer experience, feel free to reach out—I’d love to connect.

During my tenure as Office Administrator at Creative Threads, Inc., I effectively managed a broad spectrum of responsibilities, ranging from customer service, sales support, QuickBooks management, and event coordination to general administration. Additionally, I played an instrumental role in curating and maintaining social media content, leveraging these platforms to enhance our brand presence and engagement. My unwavering commitment to precision, efficiency, and providing exceptional service extended to all aspects of my role, contributing to the elevation of office operations and customer satisfaction. This experience has solidified my dedication to excellence and meticulous attention to detail.

As the Manager of Operations for Lenovo's USA & Canada, I skillfully managed three teams comprising a total of 89 dedicated professionals, overseeing computer-based technical support and internal escalations, with a particular focus on Lenovo's Think line of business machines and peripherals. My responsibilities encompassed team leadership, quality assurance, and leveraging my expertise in CRM systems to report and analyze data, enhancing operational efficiency, and delivering customer-centric solutions. This role honed my skills in team management, leadership, quality control, data analysis, and CRM system utilization, all of which are pivotal to successful operations in a technical support environment.

Lead remote training programs for technical and customer support specialists, including current employees and new hires. Have trained over 500 specialists to date for Lenovo/IBM, Sprint and T-Mobile clients.Collaborate with internal and external teams, including clients, to develop and implement employee continuing education programs, new hire training programs, PC hardware training programs, and CRM migration instruction. Interface with clients both in-person and remotely to provide updates and receive feedback on training curriculum. Create and continuously update training materials.Manage new hires, including mentoring, issuing time sheet approvals, coordinating IT support and hardware distribution, facilitating orientation, and providing feedback on performance.