Experience

Victory Innovations

• United States
• Chemical Manufacturing
• 1 - 100 Employee

• Operations and Customer Care Director

  • Oct 2020 - Present

  A leader in the company, responsible for the operations of the customer care warranty department, warehouse, inventory movement, IT development, training, and support. With rapid company growth from $5M to $300M within one year, there was a need for new operating systems, processes, structure, and rapid staffing changes. Net Suite was implemented for the ERP system, Sales Force for the CRM, Sales and Lead Generation, Ring Central for the call center and CBIZ for HR and payroll. A leader in the company, responsible for the operations of the customer care warranty department, warehouse, inventory movement, IT development, training, and support. With rapid company growth from $5M to $300M within one year, there was a need for new operating systems, processes, structure, and rapid staffing changes. Net Suite was implemented for the ERP system, Sales Force for the CRM, Sales and Lead Generation, Ring Central for the call center and CBIZ for HR and payroll.



ECKART

• Germany
• Chemical Manufacturing
• 100 - 200 Employee

• Customer Service Manager

  • Jan 2019 - Oct 2020

  Leading the Customer Service team, overseeing the process of all orders, inventory schedules, and deliveries for both domestic and International orders. Managing the complaint system, including root causes, corrective plan of action to ensure customer needs are met, and controlling the SAP customer master data. Leading the Customer Service team, overseeing the process of all orders, inventory schedules, and deliveries for both domestic and International orders. Managing the complaint system, including root causes, corrective plan of action to ensure customer needs are met, and controlling the SAP customer master data.



Concentra

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Director Operations Center

  • Jan 2018 - Dec 2018

  Responsible for the day-to-day activities within the medical center. Managed a team of 12, ensuring professional, friendly service while meeting the established KPI's. Constant leadership, direction, and movement of the team to accommodate the flow of business. Collaborate with the Physician and Sales Manager for communication on accounts, patients and projects. Responsible for the day-to-day activities within the medical center. Managed a team of 12, ensuring professional, friendly service while meeting the established KPI's. Constant leadership, direction, and movement of the team to accommodate the flow of business. Collaborate with the Physician and Sales Manager for communication on accounts, patients and projects.



TTI Floor Care North America

• Manufacturing
• 400 - 500 Employee

• Director of Customer Service and Customer Care

  • 2015 - 2017

  Responsible for two call centers with 135 customer service representatives (CSR) handling over one million consumer inquiries by phone, email and live chat regarding TTI Floorcare products. Additionally, managed customer service team of 16 which processed $600 Million in orders from retailers, distributors and dealers. Managed the social media team, responding to product reviews and questions ensuring clear and consistent brand message was provided to our consumers. Collaborated with cross-functional teams to analyze order status and strategically manage operations ensuring financial goals were achieved monthly. Show less

• Customer Care Manager

  • 2009 - 2015

  Managed customer care department with 100 CSRs and 6 Supervisors with a focus on enhancing the customer experience while growing sales. Combined outsourced third-party call centers into one in-house structure, growing the team from 8 to 100 agents, Implementing Sales Force as the CRM and Interactive Intelligence telephone software. A member of the Executive Leadership Team and Safety Committee.

• National Operations Manager

  • 2007 - 2009

  Managed operations for 72 Hoover Sales & Service stores reaching $20 million in annual sales. Created national sales programs and developed policies and procedures for smooth day to day operations. In 2009, the company made the decision to close all the locations.



Barrette Outdoor Living

• United States
• Manufacturing
• 400 - 500 Employee

• Customer Service Manager

  • 2006 - 2007

  Managed operations of customer service, special order, RGA, credit, technical and warranty departments. Implemented EDI programs to reduce manual input of orders with 40% annual savings

• Operations Manager of Sales

  • 2002 - 2006

  Served as SAP project leader, coordinating daily tasks of implementation team, assisting with development of system, and trained 1,000 employees. Certified as SAP Super User.

• Consignment Inventory Manager, Customer Service Manager, CSR, Receptionist

  • 1988 - 2002

  Consignment Inventory Manager (1997 to 2002) Customer Service Manager (1993 to 1997) Invoicing and Customer Service Representative (1989 to 1993)Receptionist (1988 to 1989)