IVR - Program ManagerPartnered with a best-in-class IVR (Intelligent Voice Recognition) provider to transform the AmeriGas telecommunications customer experience. Partnered with business stakeholders to identify business challenges and collaborated to find solutions. The Agile Methodology was leveraged to lead and manage the project team, which included internal and external stakeholders. Billing Simplification - Lead Sr. Business Process AnalystLed and managed a team of analysts to implement a variety of billing improvements. This initiative included a complete billing redesign and various rebill automations.Credit Card Fee Reduction Implementation - Lead Sr. Business Process AnalystLed and managed a team of analysts to drastically reduce credit card fees Third Party Payment Provider - Lead Sr. Business Process AnalystLed the process to transition to a new third-party payment provider across all customer channels (Agent, IVR, and Web/Online). This multi-year initiative required cross functional collaboration and problem solving. Working with this best-in-class industry partner resulted in a 7 figure annual cost savings. Led and managed a team of analysts to successfully deliver this critical functionality.National Account Rollout Portal – Lead Sr. Business Process AnalystLeveraged Microsoft Dynamics 365 Customer Service Module to create a custom application for the National Account team. This custom application facilitated the project management for the onboarding of new customer locations. Commercial Price Quote – Lead Sr. Business Process AnalystCustomer specific pricing initiative for new commercial customers. Partnered with internal and external stakeholders to optimize and standardize the new commercial business quote process. This custom capability was created within the existing Microsoft Dynamics 365 Sales Module environment.

Functional Lead for Microsoft Dynamics 365. Gathering business requirements, leading JAD (Joint Application Design) sessions, collaborating on project planning, and leading a team of onshore/offshore developers. CRM and eLearning Program Manager, for a global leader in the aviation service and transport industry. Focusing on the Oil & Gas and SAR (Search and Rescue) offerings. Collaborating with a team of onshore/offshore stakeholders, to meet customer satisfaction and company growth objectives. Microsoft Dynamics 365 system design, for a global systems integrator client, where we designed a comprehensive child welfare information system, to meet federal requirements.

Program Leader, National New Mover program-implemented campaign overhaul to optimize performance and drive sales. Led strategy for a creative refresh of direct mail and digital assets. Developed testing strategy and created ZIP targeting analytics program to evaluate performance on a ZIP level and optimize national and local budget allocations. Optimizations resulted in a 176% increase YoY sales. Program Leader-US National Gift Registry- Led growth strategy and assumed responsibility for program 3 months after national rollout. Revamped triggered email communications, led cross-functional training initiatives, and tested incentives that resulted in a 246% increase in sales. CRM Project Lead- New store grand openings and relocations: Burbank, CA, Columbus, OH, Fishers, IN, Jacksonville, FL, Grand Prairie, TX. Collaborated with agency partners to develop and execute a CRM plan.Marketing Project Lead - US Ratings and Reviews rollout. Collaborated with Global Marketing team and US stakeholders to adapt and rollout global solution in the US market.Project Lead- In-store beacons US roll-out test. Project champion for beacons within the US. Evaluated opportunities to improve on the global pilot and created a strategy to leverage technology to improve the customer experience. Project Manager- National Complements program. Led revitalization of triggered email program to encourage customers to purchase additional items that complemented previous purchases. Loyalty program profile completion campaign August 2017. Email/SMS campaign that led to a 353% increase over the average monthly profile completion rate. US Global Marketing Database ManagerMarketing Project Lead- Customer Information Mgmt. Implementation, database integration program. Led the marketing efforts for information security and data privacy for our marketing database.CRM Project Lead-Task Rabbit. Led CRM strategy creation and implementation for FY18 rollout.

Led New Mover local investment. Created insights from local market data to improve targeting, which led to a 27.7:1 ROI and the highest redemption rates in the country One of three employees selected nationally for 2015 Marketing Leadership Development ProgramContributed to the development and implementation of local marketing and market analysisBusiness analysis and multi-unit marketing for four strategic business units with annual sales of over $4 million. Led market analysis and competitor monitoring and created strategic insights that resulted in 130% increase in net profit result FY15/FY13 Led Competitor Monitoring as Project Manager FY13-FY16Champion and Project Manager for IKEA's participation in local event with 3400 consumer interactions and over 100,000 impressionsCollaborate on the development and execution of IKEA Charlotte’s community relations program

Implemented pilot project for new merchandising and sampling within the Swedish Food Market; success led to execution in an additional 40 stores throughout the countryManaged two business units with annual sales of over $2 million. Effectively screened, hired, and developed a team of 15 coworkers through peer interviewing and coaching and cultivated inter-departmental relationships Created and implemented a safety shoe program that has been utilized by over 500 coworkers with the goal of increasing safety, productivity, and morale that has resulted in significant cost savingsIncreased average check in the Bistro by 42% from FY13/FY12, surpassing the sales expectations of 5 key items with over 147% index FY13/FY12Increased Productivity 13.5% FY13/FY12National Days planning committee member (country level) and People and Planet Positive (marketing and sustainability) committee member

Certified Coffee Master from July 2006-November 2011. Less than 1% of partners company-wide attained certification. Certified Learning Coach (trainer), opened two new stores, trained 3 store managers and over 40 new partners.Partner of the Quarter Award recipient July 2007 and October 2008.