Experience

Wind River Environmental

• United States
• Environmental Services
• 100 - 200 Employee

• Chief Of Staff

  • Mar 2020 - 3 years 10 months

  Marlborough, Massachusetts

• Director, Acquisition Integration

  • Apr 2017 - 6 years 9 months

  Marlborough, MA 01752 -Successfully integrate acquisition targets into Company systems, processes, operations etc -Lead and execute the activities of one or more simultaneous acquisitions at a time -Establish integration goals, project plans, initiate work streams, identify required resources and track program progress -Organize and manager people, process, and deliverable across all business functions -Document, track, and report progress against key value drivers including key areas of data… Show more -Successfully integrate acquisition targets into Company systems, processes, operations etc -Lead and execute the activities of one or more simultaneous acquisitions at a time -Establish integration goals, project plans, initiate work streams, identify required resources and track program progress -Organize and manager people, process, and deliverable across all business functions -Document, track, and report progress against key value drivers including key areas of data integration and systems conversion/training, telecom transition, customer transition and tracking, marketing continuity, employee compensation, benefits and on boarding transition, fleet transition, and key vendor transitions if needed -Works closely with IT on a successful data conversion and verification -Close interaction with SVP, M&A, senior executives and leaders within each of the functional groups of our company

• Customer Service Manager

  • Jul 2013 - Apr 2017

  Hudson, Ma 01749 As Customer Service Manager I was responsible for over seeing a team of both Inbound Reps and Outbound Reps. I planned, implemented and improved several call center strategies and operations. I would conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses. I recruited, hired, trained, and coached team members, many of which were promoted into other roles within the company. Constant analyzing and summarizing of data and trends was necessary for our CEO.… Show more As Customer Service Manager I was responsible for over seeing a team of both Inbound Reps and Outbound Reps. I planned, implemented and improved several call center strategies and operations. I would conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses. I recruited, hired, trained, and coached team members, many of which were promoted into other roles within the company. Constant analyzing and summarizing of data and trends was necessary for our CEO. Frequent system audits and training led into me becoming our (home grown systems) "gatekeeper". All system changes/releases had to be approved by myself. Naturally as we acquired other businesses, I took ownership of helping integration efforts which led to my role as Director, Acquisition Integration.

• Dispatcher

  • Jun 2008 - Jul 2013

  I started as a Outbound Customer Service Rep making reminder calls to our residential customers part time while I was attending college. I switched to night classes and moved into full time day Customer Service where I was fielding incoming customer calls by phone, email and live chat. I quickly took on dispatch responsibilities where I was promoted into my role as New England Dispatcher responsible for just under 100 technicians. I would assist technicians with their day to day, route… Show more I started as a Outbound Customer Service Rep making reminder calls to our residential customers part time while I was attending college. I switched to night classes and moved into full time day Customer Service where I was fielding incoming customer calls by phone, email and live chat. I quickly took on dispatch responsibilities where I was promoted into my role as New England Dispatcher responsible for just under 100 technicians. I would assist technicians with their day to day, route emergency calls, and help problem solve issues that arose with their scheduled jobs. Other responsibilities including special projects surrounding routing projects and tracking many items using spreadsheets. I was the go-to for other Customer Service Reps because of my extensive knowledge of our procedures which led to me taking over the Customer Service Center.