Experience

LifeWave Corporate

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Senior Manager of Customer Service for North America

  • Sep 2023 - Present

  United States



Rivers Auto Solutions

• Head of Sales

  • Jun 2021 - Jul 2023

  Salt Lake City, Utah, United States • Monitoring, assessing, and acting on business needs in terms of marketing, staffing, and product sourcing • Determining, implementing, tracking, and improving key performance indicators for sales department • Implementing policies and practices that improve lead generation and conversion rates • Taking over as head of sales in June 2021, improved company profits year over year by 60%, or $150,000 in Q3 2021, vs 2020, and 66%, or $125,000 in Q4 2021, vs 2020 • Managing all… Show more • Monitoring, assessing, and acting on business needs in terms of marketing, staffing, and product sourcing • Determining, implementing, tracking, and improving key performance indicators for sales department • Implementing policies and practices that improve lead generation and conversion rates • Taking over as head of sales in June 2021, improved company profits year over year by 60%, or $150,000 in Q3 2021, vs 2020, and 66%, or $125,000 in Q4 2021, vs 2020 • Managing all customer relationships from first contact, through point of sale, and customer service after the sale Show less



Education at Work

• United States
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Supervisor, Call Center Operations

  • Nov 2019 - Jun 2021

  United States I am member of the Operational Leadership team at Education at Work. I handle all aspects of operational management, from hiring, onboarding, and employee development, to administrative duties, managing scheduling against availability and capacity, time card and payroll auditing, disciplinary action and off-boarding. My bread and butter is identifying areas of critical need for improvement, quickly developing informed and precisely-targeted interventions, and implementing them… Show more I am member of the Operational Leadership team at Education at Work. I handle all aspects of operational management, from hiring, onboarding, and employee development, to administrative duties, managing scheduling against availability and capacity, time card and payroll auditing, disciplinary action and off-boarding. My bread and butter is identifying areas of critical need for improvement, quickly developing informed and precisely-targeted interventions, and implementing them with individuals and my team to generate rapid growth and improvement. On the strength of a 40% improvement in productivity under my leadership, my team continuously tops company-wide leader boards for productivity and performance at EAW. Show less



Suncrest Solar ProAlliance

• Renewable Energy Semiconductor Manufacturing
• 1 - 100 Employee

• Quality Assurance and Training Manager

  • Jan 2015 - Nov 2019



CarSoldForCash

• United States
• Motor Vehicle Manufacturing

• Call Center Supervisor

  • Jun 2014 - Jan 2015

  Created and implemented a comprehensive Contact Management Map to guide agents through each step of every call taken. This system resulted in a remarkable 150% better lead-conversion rate Entirely reformed systems for tracking key productivity indicators which has proven to lead to better agent productivity Managed and created highly-targeted training measures to empower agents to excel in those key metrics Worked directly with CEO and managers of other departments in… Show more Created and implemented a comprehensive Contact Management Map to guide agents through each step of every call taken. This system resulted in a remarkable 150% better lead-conversion rate Entirely reformed systems for tracking key productivity indicators which has proven to lead to better agent productivity Managed and created highly-targeted training measures to empower agents to excel in those key metrics Worked directly with CEO and managers of other departments in implementing a novel approach to uniformity in all customer facing interactions, from marketing material to moment of vehicle purchase by the field rep Show less



Self-employed

• Studio Director

  • May 2013 - Apr 2014

  Management and oversight of studio personnel, including recruitment and hiring, day-to-day supervision, and scheduling Creation and management of project deadlines Team leader in all problem-solving and development scenarios



eBay

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Customer Service

  • Jan 2013 - Jan 2014

  Hybrid task force member, managing multiple, high-volume inbound call queues Effectively presented complex technical assistance to less tech-savvy users Liaison to technical teams with front-line diagnosis and reporting of user issues Strategic coach and consultant for eBay sellers interested in growing their businesses



Henry Schein

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Support Technician III

  • Jun 2008 - Jul 2012

  Advanced customer support for severe technical issues and handling, de-escalation, and retention of highly-escalated and near-cancellation customers. Liaison with multiple development teams to give front-line advice and consultation on development and QA issues. Direct customer relations with big-money prospects seeking technical expertise on products and services being offered by Henry Schein.



Goldenwest Credit Union

• United States
• Financial Services
• 200 - 300 Employee

• Sales Lead and Customer Service Representative

  • Jul 2007 - Jun 2008

  In addition to customer service duties both in-branch and the inbound call center, also fulfilled special capacity of "Sales Lead" in which my duties included coaching and creatively motivating a customer service-oriented team to produce cross-sales of financial services products during their routine customer service interactions.