VP of Customer Operations

• Oct 2023 - Present

Sr Customer Experience Manager

• Mar 2023 - Oct 2023

Director of Consumer Care & Digital Marketplace

• May 2021 - Mar 2023

Director of Client Services

• Dec 2012 - May 2021

Lead 20 person team of Client Service professionals, maintaining over 2100 client relationships. Key achievements: •Restructured the customer service department to align with customer needs, increasing overall answer rates by 31%•Restructured career levels program, improving employee retention •Developed and implemented a performance rewards program, improving employee engagement •Updated new client onboarding process, reducing time required to onboard new clients from 8 weeks to 2 weeks •Created and implemented a process for tracking and monitoring client loss through acquisition, resulting in a 29% increase in payment for early contract termination•Led communication and maintained client satisfaction through significant company change, including updated product lines, new shipping methods, and new ordering system•Acted as a member of the acquisition team during our acquisition of RRD Check Printers, and successfully negotiated a contract for all client accounts assigned to me •Developed and implemented a process to effectively address issues, concerns, and requests, resulting in 99% client retention and 90% NPS•Developed and implemented Voice of the Customer program to reduce customer effort Show less

Senior Service Manager

• Sep 2009 - Nov 2012

Led 10 person team of Client Service professionals, maintaining over 1300 client relationships. Key achievements: •Conducted performance reviews, including action plans for improvement and development to improve performance of team members •Developed and implemented KPIs, measured outcome, and adjusted processes to improve department performance •Formalized a method for prioritizing and dispatching service requests, resulting in faster response times •Developed and maintained key customer relationships, promoting customer retention •Collaborated with the Vice President to obtain and maintain ISO 9001:2008 Certification including all aspects from initial planning to writing procedures, applying for the certification, and leading the company through several extensive audits •Was a member of the Customer Expectations Committee and the Continuous Improvement Observation Committee Show less

Customer Service Manager

• Jan 2006 - Aug 2008

Led 7 person team of Client Service professionals. Key achievements: •Consistently achieved highest service ratings across the company •Analyzed and made adjustments to processes to improve efficiency and reduce errors •Trained staff on company policies and procedures to ensure consistent performance •Resolved all client issues •Was a member of the testing and implementation committee for key software and system upgrades Led 7 person team of Client Service professionals. Key achievements: •Consistently achieved highest service ratings across the company •Analyzed and made adjustments to processes to improve efficiency and reduce errors •Trained staff on company policies and procedures to ensure consistent performance •Resolved all client issues •Was a member of the testing and implementation committee for key software and system upgrades