Experience

Hotel Engine

• United States
• Software Development
• 400 - 500 Employee

• Senior Manager of Member Support

  • Jun 2023 - Present



Wayfair

• United States
• Retail
• 700 & Above Employee

• Site Director - Northeast Region

  • 2021 - 2023

  Directed premise-based and virtual team (hybrid) of 300 employees including multiple levels of leaders and customer service consultants. Responsible for all aspects of day-to-day operations including driving KPI performance, change management, employee engagement, and staffing models. Developed performance strategies (contest, education resources, sharing best practices, and more) to deliver consistent performance results across KPIs. Improved Overall Site performance from bottom of the network to consistent and sustained top performanceDrove network-wide initiatives that improved KPIs and the achievement of department goals. A consistent leader in AHT, Return Compliance, and CSAT. Collaborated with cross-functional teams to remove roadblocks for our customers and employees. Recognized by product and implementation teams as the most change-ready team in the service network. Lead the network in the expansion of our Digital Channel to legacy teams. Executed on the merging of three sites to create a new Northeast regional site spanning from Michigan to Maryland, to Maine, resulting in cost saving by eliminating duplication administration, closure of a physical office, and streamlined team ratios. Show less

• Senior Manager

  • 2019 - 2021

  Led a team of 4 Customer Service Group Managers, 8 Team Managers, and 150 consultants. Assisted with new site launches, hiring, and onboarding.Key contributor in the development of COVID Deployment Plan that transitioned 1650 service consultants from on-site to work-from-home in one week.Proactively identified discrepancies in performance data and partnered with Data Visualization and Engineer to correct, resulting in timely and accurate payment of employee performance bonuses. Spearheaded a cross-functional effort to produce an interview calibration guide for all managers to ensure consistency in candidate evaluations. Show less

• Manager 2 - Customer Service

  • 2018 - 2019

  Supported a team of 4 Customer Service Managers and 60 Sales and Service Consultants.Site performed consistently in the top 3 out of 11 through celebrating wins, managing outliers, and successfully executing performance improvement plans. Led education program to improve Managers’ coaching quality. Program demonstrated how metrics are measured and their impact on customers, ultimately yielding measurable improvements in such areas as Low Cost Resolutions, First Call Resolution, NPS, and CSAT.Created and implemented a network-wide automated reporting solution for identifying consultants who qualified for up-skill training, which eliminated the need for each site across the network to run duplicative manual reports. Show less

• Customer Service Manager

  • 2018 - 2018

  Managed a team of 15 Sales & Service Consultants who fielded inbound customer contacts.Improved team performance to maintain the #1 ranking across KPIs in the site and top 10% in the network.Worked with network senior leadership, HR, and Recruiting teams to develop a comprehensive candidate profile and hiring best practices that contributed to improvement in candidate pool and increased candidate diversity.



REI

• United States
• Retail
• 700 & Above Employee

• Retail Sales Manager

  • 2013 - 2017

  Responsible for the management of three departments at the Boston Store (Ski/Bike, Ski/Bike Shop, and Camping/Climbing). Direct reports range from 20-30 employees in an $11-$12 million retail location. Maintain an appropriate staff level to accommodate store needs, optimize labor budget to achieve maximum profits.Drive sales and customer experience through coaching staff on proper behaviors and sales techniques.Coordinate store events and schedule staff for appropriate sales floor coverage and excellent customer service.Lead a group of managers across New England to develop vendor-lead training to ensure our staff has excellent product knowledge to share with our customers. Show less

• Sale Specialist

  • 2011 - 2013

  Motivate other Sales Specialists by helping others with any and all customer or store needs Provide customer service to a diverse customer base Field and answer technical questions about outdoor gear, clothing and footwearCommunicate with customers to help provide the optimal solution for their needs, wants, and budget Multitask between working with customers, re-stocking shelves, and completing special projects around the store



Schwartz Communications

• Waltham, MA

• Public Affairs Specialist

  • 2010 - 2011

  Pitch new business opportunities, discussing our capabilities and how our service could benefit their organization. Develop customized action plans for clients in health care, green technology, security, and more. Maintain client relationships through weekly conference calls. Responsible for outreach to government agencies and officials at the federal and state level on behalf of our clients. Organize and execute day-long trips to Washington D.C., with clients to meet government officials. Negotiate legislation language with congressional members, and staff to benefit our clients. Show less



United States Senate Homeland Security and Governmental Affairs Committee

• Research Assistant

  • 2007 - 2010

  Maintain a legislative issue portfolio including telecommunications, banking and financial regulation, international trade, biosecurity, nuclear terrorism, product safety, investigations, federal employees, contracting and procurement. Member of the Committee's Nuclear Terrorism Investigation team Contributed to seven hearings related to Nuclear Terrorism on the topics of risk, consequence, response, and prevention of a nuclear attack Interviewed potential witnesses for each hearing Prepared questions, summarized testimony and background materials for the Senator Member of the Committee's Product Safety Investigation team Write and contribute to memorandums on legislative issues Undertake research projects, summarize reports, and attend briefing and hearings Manage the constituent-mail portfolio on various topics Show less