Experience

Luxer One

• United States
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Operations Manager

  • Oct 2023 - Present

• Technical Training Manager

  • Feb 2021 - Oct 2023

  Previously working two simultaneous roles allowed me to create a new job with Luxer One, and become the Technical Training Manager. I am responsible for training several employees of various divisions in Customer Success. I’ve created comprehensive training programs and implemented LMS software that did not previously exist. I am consistently providing training to many other departments within the company. While not facilitating classroom training, my focus is to create and maintain e-Learning content, conduct refresher training, maintain training manuals, create training videos, and help Luxer One grow and succeed. Show less

• Technical Support Manager

  • Jan 2021 - Jan 2022

  I managed a team of 12 Tech Support representatives who provided customer assistance through phone and email. I recognized the need for a complete departmental overhaul and immediately got to work. I took on the challenge of fostering and implementing several company-wide policy changes, introducing new employee tools and systems, creating comprehensive training programs and content, developing job aid resources, and implementing workforce management practices.During my tenure, I proactively assumed two simultaneous roles. Firstly, I managed a team of 12 representatives, overseeing their performance management, career development, mentoring, and other traditional management duties. Secondly, I created and implemented several six-week in-class training cycles for over 15 employees, enabling them to gain the necessary skills for the Tech Support role. Show less

• Customer Success Manager

  • Jun 2020 - Jan 2021

  As a leader in Customer Success, I managed a team of 10-15 representatives helping our end users and customers via phone, chat, or email. My main focuses were coaching, performance management, career development, creating and implementing department policies, taking escalations, and more.In addition to enhancing and implementing company practices and policies, I immediately identified opportunities to enhance Luxer Ones new employee training program, create training content, enhance the training experience, and help my peers adapt to the changes. Show less



TELLUS International

• Information Technology & Services
• 1 - 100 Employee

• Contact Center Team Manager

  • Jan 2019 - Mar 2020

  With Voxpro/Tellus International, I worked on our contract with Stripe, the largest online payment processor in the world. I managed a team of 20+ help desk/customer support agents. My primary responsibilities were to coach, train, and develop my team. I am highly focused and dedicated to ensuring complete customer satisfaction and employee sentiment. I largely spent 60-75% of my time coaching, monitoring, and developing my team members. I spend the rest interacting with Stripe Internal stakeholders, my peers, and senior leadership. I also maintained a dozen reports and audits. Process and product efficiencies were additional primary focuses. If Voxpro or Stripe did not have a tool or resource, I created and implemented one and trained all employees. Show less



First Tech Federal Credit Union

• United States
• Financial Services
• 700 & Above Employee

• Assistant Manager

  • Apr 2017 - Aug 2018

  As the Assistant Manager, the primary goal is to spend 80% of my day coaching, monitoring, monitoring SLAs, managing performance, and developing our employees. I oversaw our secure messaging platform which focused on online banking and technical support assistance for our members. I had a total of 9 direct reports. Other primary focuses were career development, departmental training, creating job aids, creating resources, influencing company policy, and creating a positive environment where my employees enjoy a work/life balance. In addition to focusing on employee coaching, I analyzed our message content and volumes in order to identify and implement process efficiencies in a variety of different capacities. I was responsible for workforce management scheduling and SLAs. Show less

• Senior Lead

  • Oct 2016 - Apr 2017

  As a Senior Lead, my responsibilities included helping customers in escalated situations, coaching, monitoring sales and service goals, and assisting my manager in career development. Within a month of my starting at First Tech, I was loaned out to our training department and ceased my Senior Lead duties. I revamped our new hire training program and implemented many new best practices and efficiencies. I implemented daily reporting, new hire progress tracking, ramp-up goals, QA practices, and created an entire online training manual and repository. My leadership team recognized my ability to effectively train and coach while maintaining employee progress reports, maintaining rapport, and consistently displaying a high amount of energy. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Contact Center/Operations/Leadership

  • Nov 2010 - Oct 2016

  During my time with Wells Fargo, I held several roles within the organization. I started off as a phone banker and ended up as a Team Lead. Throughout my tenure, I consistently grew and was promoted and I was mentored by senior leadership. I gained a vast amount of knowledge and expertise in contact center operations, workforce management, training and facilitating, identifying and implementing efficiencies, and fostering change in a Fortune 500 company. I was a crucial contributor to many enhancements within Wells Fargo and a member of many focus groups and special projects. Show less



Autos 4 Less

• United States
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • Apr 2005 - Nov 2010

  With Autos 4 Less, I would greet incoming customers, determine their needs and direct them to the appropriate sales associate. Once a purchase was agreed upon, I completed the necessary contracts, DMV paperwork, and collected funds to close the transaction. I was responsible for all Accounts Payables/Receivables, bank deposits, and a variety of clerical duties. I initiated and maintained an online sales marketing program and acted as a part-time salesperson as needed. With Autos 4 Less, I would greet incoming customers, determine their needs and direct them to the appropriate sales associate. Once a purchase was agreed upon, I completed the necessary contracts, DMV paperwork, and collected funds to close the transaction. I was responsible for all Accounts Payables/Receivables, bank deposits, and a variety of clerical duties. I initiated and maintained an online sales marketing program and acted as a part-time salesperson as needed.