Experience

Navigate360

• United States
• Public Safety
• 100 - 200 Employee

• Sr. Director Customer Success

  • Jan 2023 - Present

  Navigate360 acquired Motivating Systems and its suite of products, November 2022. I'm excited to join the Navigate360 team to learn and grow with this new opportunity. Navigate360 acquired Motivating Systems and its suite of products, November 2022. I'm excited to join the Navigate360 team to learn and grow with this new opportunity.



Motivating Systems

• United States
• Education Administration Programs
• 1 - 100 Employee

• Senior Director, Customer Success

  • Feb 2017 - Jan 2023



P&I Supply

• United States
• Construction
• 1 - 100 Employee

• Sr Account Manager

  • Feb 2016 - Jan 2017

  Managed the overall relationship of the Gulf Shore PCL Industrial Construction accounts to ensure continued growth and opportunity for future business.  Coordinated the sourcing and quoting for all customer product requisitions.  Expedited all open orders to insure timely and accurate delivery of product on or ahead of schedule  Oversaw vendor managed inventory- tool crib process including forecasting of future inventory needs and reduction of unnecessary product for expense control  Prepared and presented monthly performance review reports to ensure quality performance indices met and exceeded customer expectations. Show less



Fairmont Supply

• United States
• Retail Office Equipment
• 100 - 200 Employee

• Distribution Center Manager

  • 2012 - Feb 2016

  Responsible for the overall success and profitability of the Distribution Center, including the ordering, receipt and accurate delivery of inventory in a timely and efficient manner. Actively managed operations departments which included, inside sales, vendor managed inventory, warehousing, delivery, administration and inventory control. Promoted revenue growth, increased gross margins, improved productivity, reduced expenses and provided exceptional levels of customer service. Responsible for providing team members with the appropriate training, tools, direction and motivation to enable their success. Show less



Windstream Communications (Formerly Norlight, Inc.)

• Evansville, Indiana

• Director, Customer Service

  • Apr 2006 - Jan 2012

  Actively administer Customer Operations departments, which include Customer Service, Account Management, Account Specialists, Service Implementation, Technical Support, New Activations and Customer Service Support. Took charge of conducting credit and adjustment research and processing; securing accurate ETP calculation and billing; proficiently handling new customer activations and customer complaints (PUC & BBB); tracking and responding to infringement claims and CSR requests; improving customer retention; supporting municipal partner; refurbishing monthly report; and executing customer satisfaction surveys as 1st level supervisor. Render professional assistance in settling escalated customer issues, such as credit disputes and early term penalties. Accomplish monthly and annual scorecard and performance evaluation of all supervisors and associates. Assess customers’ needs through effective interaction to deliver a customer experience that meet and/or surpass expectations. Offer hands-on mentoring and coaching to associates, providing positive motivation toward goal and target attainment; establish a strong and positive working environment.  Played an instrumental role in enabling the Customer Service Center to exceed dynamic demand of customers through constant key performance monitoring and evaluation as well as implementation of quality assurance policies and measures.  Achieved financial goals and revenue targets by efficiently managing the department’s budget and by providing high control to expenses.  Leveraged significant cost reduction and improvement in service by carrying out research and analysis that supported procedures streamlining  Ensured customer expansion and retention by designing and implementing new action plans, devising reliable business forecasts, and fostering collaboration across internal departments. Show less



AT&T Public Communications

• Customer Service Manager, Inmate Technical Support

  • Jun 2002 - Apr 2006

  Led and mentored 18-20 non-management staff in the Public Communications Support Center in the performance of best practices and standard operating procedures. Governed all staff/employee performance management and evaluation, schedule organization, assignment, disciplinary action, training and team development. Accurately processed filing and tracking of required paperwork related to FMLA, Disability, Leaves of Absence, Workmen’s Compensation, Safety and Code of Conduct. Oversaw the resolution of escalated customer issues, ensuring high level of work quality and service for customer satisfaction. Contributed in the identification and correction of revenue issues by directly collaborating with the Revenue Assurance Team. Expertly generated financial spreadsheets and documentation of revenue fluctuations in support of RFP requirements and contractual audits.  Initiated bi-monthly team meetings attended by local CWA representations, facilitating comprehensive discussion of pending grievances and joint union/company concerns.  Proactively handled monthly Wellness and Safety meetings that promoted health improvement as well as safety and quality of life for employees, which resulted to improved employee retention, productivity, performance and attendance.  Developed effective training methods and programs for new and transitioning employees in Customer Repair and Inmate Service departments.  Effectively streamlined processes and policies and eliminated errors through collaborative effort with the sales, implementation and order processing personnel along with outside field technicians and vendor services. Show less



SBC Public Communications

• • Jan 2001 - Jun 2002

  Coached and mentored 20-25 employees for Customer Repair and Billing Orders Department within the Public Communications Support Center. Administered the Customer Repair Department, proficiently overseeing handling and resolution of trouble conditions as reported by owners and customers and coordinating troubleshooting efforts to multiple vendors for isolation and execution of repairs.  Designed and implemented procedural training material to affected parties for ongoing process development and changes; liaised for all community executive appeals and presidential complaints.  Maintained compliance of corporate service matrices with ticket resolution time, repeat report rate, service levels and call handling requirements.  Functioned as the first point of contact within the Customer Service Department, interfacing closely with clients regarding their needs as well as coordinating the installation of public phone service.  Successfully settled billing disputes and collected outstanding bills through thorough account tracking and investigations. Show less

• • Jan 1998 - Jan 2001

  Established new pay telephone locations through direct premise owner contacts and customer service center referrals Maintained existing telephone account base consisting of 1500 accounts through effective account management including contract renewal, servicing, commission investigation, insufficient revenue removals and investigation of community service needs and customer complaints. Improved profit margin of embedded customer base through continuous evaluation of account revenue and implementation of low revenue conversions, station movement and account right-sizing. Mediated and resolved community service issues through ongoing negotiations with company technicians, collectors and outside vendors. Obtained highest number of new account acquisitions in Indiana for 1999. Secured 100% of contracts due for renewal Show less



Ameritech

• United States
• Telecommunications
• 100 - 200 Employee

• Telephone Account Manager

  • Jan 1996 - Jan 1998

  Retention of existing pay telephone account base through contract of single station development of long-term relationships through routine contact to identify customer needs and provide solutions.  Developed and implemented training of administrative techniques for new contracted employees.  Successfully negotiated and closed largest department pre-paid card sale to major office supply company, Boise Cascade totaling $20,000.  Designed and presented 1996 department achievements to business unit president.  Maintained and reported monthly financial reports for departments to systems facilitator.  Designed and maintained department newsletter  Obtained highest contract renewal rate within department for 1996, 1997 and 1998.  Achieved top long distance sales in department for 1997 and 1998.  Secured highest amount of revenue for 1996, 1997 and 1998.  Represented department in out-of-region sales project in Louisville, KY which resulted in highest station placement. Show less