Experience

The Great Indoors

• United States
• Retail
• 1 - 100 Employee

• Store Manager

  • Jul 2006 - Present

  Accountable for day to day operations of store, warehouse, customer service, inventory, P&L, scheduling, merchandising, training, sales plan, customer installation and delivery. Accountable for day to day operations of store, warehouse, customer service, inventory, P&L, scheduling, merchandising, training, sales plan, customer installation and delivery.



Hi-Health

• Call Center Director

  • May 2002 - Jul 2006

  Accountable for call center day-to-day operations including hiring, training, key measurement creation to measure success, scripting, process improvement, quality program, compensation design, reporting, list management and workforce management. Ecommerce, inbound / outbound campaigns, mail order. Call center supports customer service for internal product line and 52 retail stores. Call center also supports direct sales via radio marketing, catalog marketing and daily outbound sales campaigns. Budgetary responsibilities inclusive of GM %, Net Profit% for a $13M annual sales budget. Show less



CenturyLink

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• RVP Consumer Markets

  • Apr 1998 - Jan 2002

  Regional Vice President, Consumer Markets Accountable for eight internal and vendor call centers from 40 to 450 employees per site. Centers support Residential LD Customer Service/Sales, DSL Local Support including two-tier support. Accountabilities also included all vendor implementations, executive escalation and quality improvement. Key accomplishment: Took Long Distance from last place to first place in JD-Power high-end consumer spending category in just two years. Regional Vice President, Consumer Markets Accountable for eight internal and vendor call centers from 40 to 450 employees per site. Centers support Residential LD Customer Service/Sales, DSL Local Support including two-tier support. Accountabilities also included all vendor implementations, executive escalation and quality improvement. Key accomplishment: Took Long Distance from last place to first place in JD-Power high-end consumer spending category in just two years.



Verizon Business

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Project Manager

  • Oct 1995 - Dec 1997

  Accountable for implementation and maintenance of multiple outsource programs including Packard Bell, Reader’s Digest, American Heart Association, Vidal Sassoon and American Stores. Managed relationships with internal/external customers to ensure all levels of expectations were met including contract compliance. Accountable for methods and procedures within care sites including interaction with other organizations such as billing, product, system development and marketing. End to end responsibility for product rollout within each business office to include operations, training development material, facilitator guides, software requirements, UAT testing and follow up feedback. Master’s Circle of Excellence winner 11/97. Show less