Experience

FN America, LLC

• United States
• Defense and Space Manufacturing
• 200 - 300 Employee

• Manager Technical Support Services

  • 2022 - Present

  Enhanced team performance and maximized customer satisfaction by strategically managing inbound contacts and implementing process improvements. Redesigned entire outlook and approach to handling consumer interactions. Developed measurable standards and brought uniformity to a strong technical support center. Created accurate and meaningful KPI’s to not only benefit the development of the individuals but make impactful results to the business. Acquired and streamlined internal employee purchase programs that generated immediate positive results and employee satisfaction. Helped acquire software and applications to elevate contact center to current technological standards. Key Accomplishments: • Redesigned entire customer experience. • Created impactful and beneficial employee purchase programs. • Designed systems to feed crucial contact information back into the company. • Developed standards of training and measurement of service. Show less



Smith & Wesson

• United States
• Retail
• 500 - 600 Employee

• Director of Customer Experience

  • Mar 2014 - Dec 2021

  Built and managed high-achieving teams, as well as advising leads and department managers on company policies and best practices. I gathered consumer contact data and shared insights related to possible concerns, buying trends, new concepts, feel for brands with VP and senior leadership. Along with delivering training programs for representatives and leads, Created KPIs for department. Key accomplishments for this role are: • Earned Patriot Award from Department of Defense, Jan 2021 and Above and Beyond award, Sep 2021. • Enhanced customer experience by restructuring returns process for consumers. • Positively represented and promoted company through trade events across the US. • Played a significant role in executing new software and hardware through the company. • Maintained and updated records leveraging multiple CRMs and SAP. Show less



Helen of Troy / Honeywell / Proctor & Gamble

• Southborough, Massachusetts, United States

• Director of Consumer Relations

  • Mar 2003 - 2014

  My primary duties in the role were training and supporting call center management to supervise all customer contact points. I was managing overall operations of corporate customer service centers and several outsourced contact centers. On a daily basis, I was reviewing and approving new product concept designs and final product development cycle. I led the procurement and on-going service contracts of all phone hardware, software, 800 lines, and IVR systems. Some of my accomplishments for this role are: • Significantly maximized sales, product interest, and customer engagement by developing and updating numerous websites in close coordination with web programmers. • Delivered recommendations to engineering departments, resulting in designing new robust products. • Championed "voice of the consumer" and presented data in easily understandable manner to executives. • Improved employee satisfaction and retention by setting up and sustaining productive and engaging work environment. Show less