Experience

Dynamic Lifecycle Innovations
• United States
• Environmental Services
• 100 - 200 Employee
• Customer Experience Manager

  • Apr 2019 - Present


Kaplan Professional

• Australia
• Higher Education
• 1 - 100 Employee

• Manager- Client Success Management Team

  • Oct 2016 - Apr 2019

  • Managing a team of 20 Client Success Professionals over 10+ product lines. • Tasked with the responsibility of managing team members’ individual books of business spanning 10,000+ corporate clients, partner schools and universities to ensure success of our product and programs within our B2B client base. • Involved in the integration of new companies within Kaplan Professionals wheelhouse through acquisitions and mergers. • In charge of development for all team members underneath my umbrella in Kaplan’s technology offerings, client account management, and commercial acumen throughout all professional industries that Kaplan services. • Executed a complex restructure within the team to better deliver world class service to all of our clients based on the strength of their partnerships and yearly revenue. • Facilitating and participating in high levels of collaboration across the organization interdepartmentally as well as globally to ensure the best possible outcomes for our clients. Show less



Expert Global Solutions

• Design Services
• 1 - 100 Employee

• Associate Director of Operations

  • Jun 2014 - Oct 2016

  Build influential relationships and effective operating routine within EGS resulting in improved Quality and Customer Retention KPIs. Improved profitability of a 6+ million dollar telecommunications contract by 3%. Designed and implemented a major cultural overhaul coined “Project Gladiator” to improve employee engagement, retention, and performance. Advanced company image in the community through several civic outreach activities. Expanded applicant base through these activities. Interview and hire candidates with variable compensation, shifts, and senior leadership roles within the organization. Lead, motivate and develop a team of 115+ diverse professionals. Show less



Logistics Health Incorporated

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

• Supervisor

  • Jan 2011 - Jan 2014

  Facilitate strong working relationships with Executive leadership, Project Management, Account Managers, Field Teams, IT to meet contract KPIs and business objectives. Experience with ISO Compliance as well as the creation and facilitated training of work instructions, resources, and SOPs. Oversaw all process changes, IT requests, and efficiency gains on all contracts serviced by the customer service department.Assist with development on new contracts as well as contract bids to assure all necessary requirements for contract are covered for customer service.Interviewed and hired candidates for CSRs and leadership positions. Managed a team of 50 staff members, leaders, as well as all department administrative assistants and assisted them with their everyday needs, requests, training, and development.Managed the WTC and VA contracts for the Customer Service department to include service delivery, process changes, and collaboration with all departments to ensure quality output. Show less

• RHRP Team Leader

  • Jan 2009 - Jan 2011

  Facilitated communication department wide on ever changing contract needs to include process changes, changes in requirements, and overall quality as it relates to customer facing services.Initiated investigation and inspection in relation to necessary process changes for the military contract.Facilitated strong working relationships with Account Managers, Field Teams, and IT to meet contract KPIs and business objectives. Participated in interview process and selecting qualified candidates for CSR positions.Managed a team of 12 staff members and assisted with their everyday needs, requests, training, and development. Show less