Experience

Loloi Rugs

• United States
• Wholesale
• 200 - 300 Employee

• Senior Manager, Customer Service

  • May 2022 - Present

  Responsible to ensure an exceptional day-to-day operation, while also implementing new procedures and growing the team as the business evolves. Critical to maintaining customer LTV with the support of company executives. You will have 2-4 direct report managers, overseeing 28 – 40 customer service representatives. • Supervise day-to-day operations in the Customer Service department • Respond to customer service issues in a timely manner • Build upon established customer service procedures, policies, standards, and goals • Assess service metrics and prepare detailed reports on your findings • Hire and train new Customer Service Representatives • Support, coach, and mentor 2-4 direct report Managers • Communicate with Loloi Sales Representatives and Regional Sales Vice Presidents to resolve escalated customer issues • Stay informed on the latest industry techniques and methods Show less



Jefferson Dental & Orthodontics

• United States
• Dentists
• 200 - 300 Employee

• Director, Patient Care Center

  • Oct 2021 - May 2022

  Responsible for directing and overseeing all aspects of the Patient Care Center and external overflow. Additionally, optimize the established standardized protocols, training curriculum, organizational team structure, recruiting and support of all business lines for the organization. • Supported the implementation of a new training curriculum to streamline and improve the onboarding process and experience • Documented and implemented standard operating procedures for new and existing processes • Partnered with cross functional departments on the identification of new tech stack aimed at streamlining the business function and user experience for Jefferson Dental patients • Developed and implemented new department organizational structure and career path • Implemented Workforce Management Strategy aimed at improving department KPI’s o Improvement in key KPI’s including abandonment rate and appointments scheduled Show less



Pacific Dental Services

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Senior Manager, Contact Center

  • Jan 2021 - Oct 2021

  Responsible for the direct supervision of Contact Center Staff at the Dallas Support Center location, as well as the Quality Assurance and Training Programs to improve the caller experience by improving the Customer Service Representative's knowledge, accuracy, and ability to provide one-call resolution. Collaborate with Contact Center leadership to guide and support departmental needs and initiatives and act as Subject Matter Expert for all projects involving the Contact center. Lastly, responsible for recruitment, hiring, and staff development. Show less

• Senior Manager, Patient Relations

  • Jun 2015 - Dec 2020

  Responsible for establishing and leading the grievance strategy for affiliated dental offices while ensuring the daily quality process associated with grievance resolution. Likewise, responsible for building and maintaining collaborative, mutually beneficial partnerships with all primary stake holders including, but not limited to: Owner Dentists, affiliated dentists, Regional Partners, dental practice staff, and key insurance carriers.



Ten-X

• United States
• Real Estate
• 200 - 300 Employee

• Senior Manager, Call Center Operations, Customer Success

  • Feb 2014 - May 2015

  Responsible for the efficacy and on-going calibration of all customer facing programs and processes, including leadership of the customer support team, online customer touch points (live chat & customer forum), and consumer complaint tracking; • Designed and implemented a formal training program for the call center, including call flow scripts, hands-on system guides, and general SOP’s; • Instituted standardized KPI’s and reporting to track on-going call center performance; • Led the complete over-haul and redesign of the Call Center’s call flow, IVR, and CRM tools, enabling the Call Center to address 35% call volume with 20% less staff (effective ~68% efficiency increase); • Led the creation of “customer issue council” aimed at incorporating customer feedback into processes and feature enhancements to ensure on-going improvement of product and operations;Led the successful integration of the Bidder Relations and Customer Care Operations teams, leveraging the synergies between the teams and eliminating inefficiencies in process overlap and over-staffing; • Led the successful consolidation of all Bidder-facing customer service duties into a single team under the Customer Care team; • Successfully eliminated use of part-time staffing (~$500k/year) to support Bidder Relations function;Initiated and led the full-scale build out of a formal team structure, ensuring long term sustainability and continuity of the call center team; • Created formal job descriptions, career paths, and succession planning for each position and employee in the department. Show less

• Manager, Bidder Relations

  • Nov 2012 - Feb 2014

  Led the successful build out of a “Bidder Qualification/Relations” team focused on the mitigation of operational risk through customer screening and education;• Designed and managed four specific call programs and all training and operational documentation including;• Escalation flows & tracking• Inbound & outbound call scripts and process flow• Implemented formal Workforce Management• Team responsible for a weekly contact volume of ~10,000 biddersServed as a key stakeholder to Product Engineering and participated in the re-design and overhaul of Auction.com’s website and back-end applications;• Worked to actively incorporate feedback from customer-facing interactions into the product roadmap when working with IT/engineering;• Successfully re-designed the bidder registration flow to enhance customer experience, increase capture rate, and reduce buyer fallout;Promoted to Sr. Manager of Call Center Operations, Customer Success and given oversight of an additional 20 FTE call center reps due to the sweeping success of the Bidder Relations department; Show less

• Jr. Transaction Manager, Commercial Real Estate Group

  • Jul 2011 - Nov 2012



The Well Fitness Studio

• Laguna Beach, CA

• Personal Trainer/Life Coach

  • Oct 2008 - Jul 2011

  Managed a book of over 200 clients, teaching people how to build a better you through fitness and self-improvement techniques; • Focused on building self-confidence and worth by teaching clients how to care for and appreciate themselves while building a strong personal brand; • Created and implemented over 100 fitness and nutrition plans unique to each client to achieve their specific goal; • Achieved the largest client base within company; • Achieved the highest client retention numbers for 2008 and 2009; • Recognized as a leader in client recruitment – Turning clients into long term customers; Show less



24 Hour Fitness

• Rancho Santa Margarita, CA

• Personal Trainer/Life Coach

  • Jun 2002 - Oct 2008

  Responsible for developing a personalized fitness program for each client, with a major focus in nutrition and corrective exercise training and stretching; • Ensured achievement of personal goals and aspirations by providing motivation and support; • Achieved the highest employment level for a Personal Life Trainer/Life Coach, Master Trainer in two years; • Achieved fitness certifications; NASM Performance Enhancement Specialist, NASM Certified Personal Trainer and NASM Corrective Exercise Specialist; • Received Award of Excellence for achieving the regions highest average sales on 2005; Show less



In-N-Out Burger

• Foothill Ranch, CA

• Store Trainer

  • Oct 1998 - Jun 2002

  Responsible for development and execution of a full lifecycle employee training program; • Developed separate training curricula for new hire on-boarding and on-going development aimed at addressing company standards and procedures, as well as on-going learning and enrichment for existing employees; • Developed job aids & SOP documentation to support training and on-going operations; • Partnered with management to identify and address training gaps and information needs proactively; Responsible for development and execution of a full lifecycle employee training program; • Developed separate training curricula for new hire on-boarding and on-going development aimed at addressing company standards and procedures, as well as on-going learning and enrichment for existing employees; • Developed job aids & SOP documentation to support training and on-going operations; • Partnered with management to identify and address training gaps and information needs proactively;