Experience

Earnest

• United States
• Financial Services
• 100 - 200 Employee

• Client Happiness Manager

  • May 2019 - Present

  Servicing and Workforce Manager with Direct reports responsible for meeting Service levels. This includes maintaining 80% of calls answered within 60 seconds, answering chats within 40 secnds, and resolving 75% of emails within 12 hours. ▪ Created forecasting process for Client Happiness headcount. ▪ Completed Scheduling for Originations, Servicing and projects. ▪ Implemented new scheduling processes. Including creating an Erlang C forecast for phone and chat volume. ▪ Implemented new WFM processes ▪ Co-Managed Servicing department ▪ Manage a team of 15 people ▪ Worked cross-functionally with the Analytics team, Treasury team, and underwriting team. Selected Achievements: ✔ Changed service levels from an average of 63% to 80% of calls answered within 60 seconds. ✔ Created Erlang C formula to forecast 30-minute incremental scheduling Show less



Thumbtack

• United States
• Software Development
• 700 & Above Employee

• Account Manager

  • Dec 2018 - May 2019



JetBlue Vacations

• 1 - 100 Employee

• Operations Manager

  • Jun 2017 - Dec 2018

  Directing the day-to-day activities across Vacations Operations. Maintaining a solid understanding of customer needs, department needs, and reporting, training, as well as forecasting growth opportunities. Devising initiatives to maximize marketing message across hotels, offshoring responsibilities and Crewmember engagement. Creating synergies with Product Managers, Business Partners, Airline and Reservations to drive ongoing revenue growth. • Decreased unproductive promotions while increasing the current marketing opportunities. • Created, established and maintained proper service levels for incoming volume while lowering current headcount. Selected Achievements: • Managed implementation and integration of new vacations booking system order processing. • Implemented and developed new CRM processes, knowledgebase, metrics, reporting and service levels. Show less



eBay

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

• Merchandising Business Development Account Manager

  • Mar 2015 - Mar 2017

  Held multiple positions of increasing responsibility and scope through a career with eBay. Promoted to Merchandising Business Development Account Manager to manage a portfolio of 44 sellers grossing more than $132M in sales and $11.5M in annual revenue. Achieved 14% revenue growth YoY. Maintained relationships with key internal and external stakeholders, as well as organized travel for sellers to events, meetings, and tradeshows. • Maintained weekly reporting/forecasting of key metrics, and conducted needs analysis for clients. • Established and maintained strategic relationships with key stakeholders within seller organization and the eBay complex organization structure, as well as partnered with Marketing, Daily Deal, • Product, and sellers across the country. • Created a positive revenue change in seller fees through contract negotiation. • Increased sales and revenue by delivering complex problem-solving solutions. • Identifying key areas of improvement by analyzing daily sales statistics. • Ensured clients are successful by nurturing the accounts relationship and inventory needs. Selected Achievements: • Achieved $14M annual sales growth through inventory sourcing and gap analysis. • Led the training and development of 21 new wine sellers that brought in $3M in sales and 6K new products. Show less



eBay for Business

• United States
• Technology, Information and Internet
• 400 - 500 Employee

• Seller Services Program Manager

  • Jan 2011 - Mar 2015

  Led a team of three project managers overseeing the creation of eight new programs. Managed program deliverables, communication, training, manuals, and development milestones. • Consistently delivered projects on time, within budget, and scope, by planning, executing, and coordinating efforts of team members. • Owned the Executive Level initiatives providing weekly updates, reporting, problem-solving, and communicating concerns. Selected Achievements: • Achieved a $12M growth in incremental sales by developing and implementing the eBay International Selling Program, consisting of 257 pricing contracts. • Generated $74.3M in incremental sales as a result of the adoption of 24.6M listings using the eBay’s Global Shipping program. • Reduced poor buyer experience by 16 points through the creation and adoption of core initiative programs. Show less



eBay

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

• Integrations Account Manager

  • Sep 2008 - Jan 2011

  Oversaw four integrations specialists that led the onboarding of 34 new enterprise sellers. Identified and developed risk mitigation plans.• Generated $60M in additional e-commerce and an additional $1.3M in revenue by enabling large merchants to use eBay’s developer platform to sell inventory.

• Premier Account Manager

  • Nov 2007 - Sep 2008

  Supported overall sales and revenue growth through the creation of complex business plans, as well as reviewing seller standards and developing action plans for improvement and ongoing Top-Rated status.• Increased sellers’ growth by 15% while maintaining above standard seller performance by creating and executing comprehensive business plans.• Improved sales for eBay sellers from $500K to $3M in annually.



eBay

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

• Team Lead, Account Management

  • Mar 2004 - Mar 2007

  Established, restructured, and led the Top Seller Account Management team. Grew the program from 12 employees to 120+ by implementing organizational development initiatives. Scheduled, conducted, and made offers for the Top Seller Account Management team. • Maintained and assigned book of business totaling $250M in sales. • Developed team members and consistently delivered top results through employee reviews, weekly coaching sessions, and leading change management across the team. Established, restructured, and led the Top Seller Account Management team. Grew the program from 12 employees to 120+ by implementing organizational development initiatives. Scheduled, conducted, and made offers for the Top Seller Account Management team. • Maintained and assigned book of business totaling $250M in sales. • Developed team members and consistently delivered top results through employee reviews, weekly coaching sessions, and leading change management across the team.