Experience

AAA Arizona

• United States
• Consumer Services
• 100 - 200 Employee

• Branch Manager

  • Mar 2016 - Present

  • Hired to launch a new Branch in Scottsdale, AZ o Exceeded annual revenue target by 18% despite a two month delay in opening o Achieved Distinguished Performance in Travel Quality at 87.5% • Managing a team of 9 team members in a variety of roles • Inventory management & loss prevention; Inventory adjustments consistently less than 2% • Created operational efficiencies to better serve our members through building strong relationships with vendors, and cross function departments Show less



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Manager

  • 2014 - 2015

  • Hired to launch a new Call Center from the ground up • Hired, trained and developed a staff of 400+ Agents and 25 Supervisors in two locations in 10 weeks • Exceeded KPI business results in NPS (72%) and Contact Resolution (96%) • Developed and implemented a variety of rewards and recognition programs for Agents and Supervisors • Acted as a liaison for senior management and other cross functional departments • Hired to launch a new Call Center from the ground up • Hired, trained and developed a staff of 400+ Agents and 25 Supervisors in two locations in 10 weeks • Exceeded KPI business results in NPS (72%) and Contact Resolution (96%) • Developed and implemented a variety of rewards and recognition programs for Agents and Supervisors • Acted as a liaison for senior management and other cross functional departments



H&R Block

• Information Technology & Services
• 1 - 100 Employee

• District General Manager

  • 1999 - 2014

  • Grew the district from 11 branches & $4.9m in revenue to 28 branches & $10.2m in revenue • Launched new branches from the ground up and through acquisitions by scouting locations in under penetrated markets • Lead employee retention results nationally; increased retention from 68% to 86% by implanting creative programs to keep the team engaged after tax season ended • Lead a team of 300+ Tax Professionals and 28 Office Managers • Conducted annual SWOT analysis’s for each location and the district • Prepared annual budgets and marketing plans • Increased product take rates and NPS scores each year • Successfully implemented Situational Leadership and the Four Disciplines of Execution • Developed over 20 associates who were promoted to different roles • Represented the company in court cases • Effectively worked in a matrix organization with cross functional teams Previous positions held District Manager – 2004 to 2014 Assistant to the Regional Director 2003 – 2004 Assistant District Manger - 2002 to 2003 Office Manager - 2000 to 2002 Tax Professional – 1999 to 2000 Show less