Experience

Thomson Safaris

• United States
• Travel Arrangements
• 1 - 100 Employee

• Customer Service Manager

  • Jan 2018 - Present



StratComm, Inc.

• United States
• Strategic Management Services
• 1 - 100 Employee

• Project Manager

  • Sep 2016 - Jul 2017

  Enacted recruitment, onboarding, security clearance, and training of subcontracted Verbatim Hearing Recorders for SSA Offices of Adjudication and Review in over 20 offices in over 10 states across the U.S. Managed in house team for scheduling and invoicing for VHR’s in awarded SSA regions, coordinating efforts with dozens of subcontractors as well as individual ODAR offices staff to achieve 100% recorder coverage for all disability hearings. Created and implemented operational procedures for all subcontracted hearing recorders specific to individual ODAR’s. Worked with area Team Leads to hold individual contracted VHR’s to StratComm and SSA policies through incentive pay and corrective action policies. Provided comprehensive input and testing for proprietary cloud-based scheduling and invoicing software initiative in order to streamline current and future procedures. Designed and implemented multi-media marketing initiatives for pre-employment online skills assessment for use with all U.S. embassies, missions, and other posts across the globe. Acted as primary technical and customer support for online skills assessment program. Worked with individual embassy personnel to customize cloud-based skills testing according to specific post needs. Created and rolled out customized online demo presentations for marketing and training of online skills testing program for both in-house support and sales staff as well as external customers. Aided in testing functionality and utility of educational web-sites. Contributed content relevant to company initiatives and personal skills and experience to company blog. Show less



Northeast Gas Association

• United States
• Utilities
• 1 - 100 Employee

• Operator Qualifications Specialist

  • Sep 2013 - Aug 2016

  Created and implemented procedures for scheduling training and qualification sessions for regional natural gas utilities and contractors. Worked with industry professionals to assess varying training and qualification needs, co-ordinated sessions with contracted facilitators and evaluators, and ensured that results were updated in national online database in accordance with current qualification standards. Acted as primary support and training liaison for online testing, database maintenance, and reporting for over 200 member companies. Responsible for daily customer support and Level 1 technical support for all qualification database inquiries. Ensured member companies were compliant with testing requirements and that all online database reports reflected current user qualifications. Co-ordinated regular industry evaluator qualification sessions with subject-matter experts, host companies, vendours, and utility and contractor trainers and evaluators to ensure a consistently qualified training and evaluation staff for all current and prospective covered regions. Utilized technology solutions and sourced new standard and custom programs to streamline operations. Software included: FlexBooker, ProBusiness Tools, Avectra, EnergyWorldNet, Industrial Training Solutions, Google Calendar, MS Office Suite. Show less



Independent Contractor

• Freelance Writer

  • Dec 2011 - Apr 2015

  Created and acted as chief creative agent for the inception and creation of a tie-in graphic novel for a successful card game. Worked with artist and publisher to ensure proper execution of creative and promotional elements. Created and acted as chief creative agent for the inception and creation of a tie-in graphic novel for a successful card game. Worked with artist and publisher to ensure proper execution of creative and promotional elements.



Olorin, Inc

• Needham, MA

• Operations Manager

  • Aug 2012 - Jul 2013

  Processed all orders for store, warehouse stock, drop-ships, and “just-in-time” orders. Communicated pricing, availability, and other order issues to customers to manage expectations and increase customer retention amidst fluctuating inventory levels. Followed up with multiple vendors regularly to ensure that all customer and inventory demands were met within acceptable time-frames. Created detailed and efficient procedures for order-fulfillment, inventory management, and shipping. Implemented daily and weekly work-flows to streamline business operations. Worked with Company Leadership to roll out new software solutions to suit growing business needs and trained staff on effective use of the new platform. Managed staff to eliminate bottlenecks and ensure proper delivery and/or status updates for international customer base. Hired, trained, and supervised additional customer service and shipping staff in preparation for increased holiday site traffic. Created marketing copy for specialty products in the gaming and collectibles industries. Show less



Sur La Table

• United States
• Retail
• 700 & Above Employee

• Assistant Store Manager

  • Mar 2011 - Aug 2012

  Managed operational and merchandising sides of daily business. Duties included: interviewing, development, and coaching of employees; inventory and supply management, scheduling, payroll submission. Worked with store manager to create and implement action plans to increase sales and execute company initiatives including sales of key items, merchandise sets, etc. Communicated to manager any issues involving store operations, employee issues, and business trends. Modeled first class “HERO” customer service and sales practices to employees, setting standards and holding employees accountable to acceptable levels of service for a “world class” organization. Show less



Starbucks

• United States
• Retail
• 700 & Above Employee

• Store Manager

  • Jan 2006 - Mar 2011

  Managed all aspects of business for local outlet of major international restaurant chain. Duties included: interviewing, hiring, development, and certification of partners; ordering, inventory management, and merchandizing; labor management, scheduling, payroll, P&L analysis. Reviewed store environment and key business indicators to identify problems, concerns, and opportunities for improvement as needed. Implemented action plans to meet store and company operational and organizational objectives. Modeled “customer first” attitude, delivered legendary customer service, and supervised/coached partners to ensure consistent delivery of the same. Provided coaching and direction to the management team to achieve operational goals. Demonstrated integrity and knowledge in order to promote company culture, values, and mission. Show less



Game Knight, Inc.

• Waltham, MA

• Store and Events Manager

  • Oct 2004 - Jan 2006

  Responsible for day-to-day operations of a specialty retail store. Managed hiring, scheduling, and training of all store staff. Created and implemented procedures for special orders, store maintenance, customer service, and sales. Assembled and placed weekly orders for all product lines. Created and oversaw promotional events, in-store and off-site in conjunction with other local businesses. Worked with owner on setting direction for store growth and executing growth plans for business. Acted as primary salesperson, customer service representative, and events coordinator. Started and ran after-school program for local youth, both on site and in local school systems. Show less



Arnold Worldwide

• United States
• Advertising Services
• 200 - 300 Employee

• Technical Support Analyst

  • Jan 2000 - Oct 2004

  Provided 1st and 2nd level technical support for 1000+ users, on and off-site, in a highly competitive, multi-platform, world class advertising environment. Supported all agency telecommunications systems and acted as liaison to telecom and network wiring vendors. Created detailed documentation for a variety of procedures for end users. Other duties included software and hardware installations, virus removal, hardware and software upgrades, manning the help desk, supporting multi-media presentations. Show less



Assistive Technology, Inc.

• Newton, MA

• Technical Support and Depot Repair Manager

  • Aug 1998 - Jan 2000

  Supervised Technical Support staff in handling technical calls and Q.C. testing products. Provided primary and escalation level technical assistance to end users, clinicians, sales representatives, and in-house staff. Maintained database of technical calls and resolutions, analyzed data, provided data regarding current technical issues to managers and development team. Wrote and implemented operational policies and procedures for customer service, technical support and depot repair departments. Supervised activities of Q.C. testing and repair technicians. Set and maintained priority list of units to be tested and worked on in depot repair. Facilitated testing of 3rd party products in conjunction with our own, as well as testing of possible new revisions of existing products. Show less



Wheaton College

• IT

  • 1997 - 1998