Experience

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  NSM Insurance Group

  • Director Of Operations

    • Jan 2020 - Feb 2023

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  Turn5, Inc.

  • Senior Manager Of Customer Service

    • Mar 2015 - Apr 2019

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  David's Bridal

  • Conshohocken, PA

  • Vice President of Customer Fulfillment

    • May 2005 - Jan 2014
    • Conshohocken, PA

    Directed company’s “best in class” customer service contact center team of 55 members reporting to the Chief Marketing Officer. Led support for David’s 320+ stores, eCommerce customer service & sales programs, chat program for eCommerce customer service, outbound telemarketing program and leveraged supply chain data to promote sales. Accomplishments include:“Bricks & Mortar” Sales & Customer Service – Team supported stores with sales by resolving escalated customer service issues that resulted in +$5.7M incremental sales in 2013. eCommerce Sales – Implemented technologies driving eCommerce sales growth including Oracle’s Live Help on Demand CRM solution and Avaya call center/telephony solutions for David’s Bridal eCommerce division helping drive +$1M in incremental sales.CRM/Appointment Scheduling - Implemented and managed an outbound telemarketing program using a predictive dialer. Generated over 40,000 appointments at David's Bridal salons in 2013

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  Bella Pictures

  • San Francisco Bay Area

  • Director of Inside Sales

    • Jan 2005 - Apr 2005
    • San Francisco Bay Area

    Hired to develop a lead management strategy that qualified leads and scheduled appointments on behalf of sales representatives with prospective clients. Implemented an outbound telemarketing campaign leveraging predictive dialer technology that significantly increased the number of contacts and appointments while reducing the labor cost of each contact..

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  David's Bridal

  • Conshohocken, PA

  • Director of Customer Order Fulfillment

    • Oct 2002 - Dec 2004
    • Conshohocken, PA

    Launched a two shift, seven day a week internal contact center at David’s Bridal assisting store personnel with sales, orders and the resolution of fulfillment issues. Team provided sales and customer service support for stores resulting in +$2.2M incremental sales in 2004 while at the same time implementing process improvements that resulted in a decrease in cost per contact by 33% from 2002 to 2004.

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  Wathne Corporation

  • Dayton, NJ

  • Director of Facilities

    • Oct 1992 - Oct 2002
    • Dayton, NJ

    Managed a 65,000 square foot distribution facility located in Dayton, NJ. Led a team of 20 professionals charged with logistics, physical plant and administration while reporting to the CFO. Selected accomplishments include. Sales – Shipped approximately $50M worth of product during peak year to major department store chains including Federated, Mays, Dillard’s and others with the majority of shipping done via EDI.Expense Reduction – Reduced the labor cost relative to sales by approximately -20% by improving work process and staffing changes.Charge Back Reductions – Reduced vendor charge backs over a one year period by 80%, resulting in a savings of approximately $400K per annum. Distribution Center Relocation - Member of leadership team that organized the relocation and consolidation of distribution facilities, accomplished without any significant disruption in the shipment of customer orders.