Experience

CircleCI
• United States
• Software Development
• 300 - 400 Employee
• Business System Administrator

  • Jun 2021 - Present

Acadience
• United States
• Education Management
• 1 - 100 Employee
• CS Administrator

  • Aug 2020 - Jun 2021


Customer Service Operations Leader

• Independent Consultant

  • Mar 2017 - Aug 2020

  Dispense consultative services focused on customer service administration to companies across multiple industries. Guide companies in attaining their customer service goals by establishing impactful business systems and processes. Construct innovative staff scaleability models based on data from seasonality and business forecasts. Implement comprehensive training programs integrated with web-based training sites and wikis. Architect process maps enabling the prompt identification of process barriers for removal. Deliver support with the identification and recruitment of optimally qualified candidates. Show less



Crocs, Inc

• United States
• Wholesale
• 1 - 100 Employee

• Director of Call Center Operations

  • Aug 2007 - 2017

  Provided operational/financial direction to a key customer service division. Maintained HR accountability for 100+ employees. Oversaw cross-functional modalities such as online business process maps, data, metrics, and reporting. Created all aspects critical to a call center, including telephony, email, live chat, and CRM roadmap functionality. Developed customer satisfaction and engagement surveys, P&L, KPIs, and SLAs. Established the call center from the ground up and initiated global business process standards, as well as new business processes and tracking mechanisms. Acted as a subject matter expert by training Senior Managers and Team Trainers on customer service excellence. Enhanced the customer service portfolio by collaborating with senior leadership in creating strategic plans. Strategically increased customer satisfaction scores by up to 25%. Served as a mentor to other senior leadership team members in business process methods. Show less