Experience

STOPit Solutions

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Sr. Vice President Customer Success

  • Apr 2015 - Present

  Oversees all Customer Success and Call Center efforts for a global tech company located in the iconic Bell Works metroburb. The company, STOPIt Solutions, is the leader in anonymous communications software and well known for their anti-bullying tools used by over 3MM subscribers worldwide. With their success in education under their belts, the company recently started creating highly customizable apps for companies to use to maintain positive workplace cultures. Additionally, Teresa has… Show more Oversees all Customer Success and Call Center efforts for a global tech company located in the iconic Bell Works metroburb. The company, STOPIt Solutions, is the leader in anonymous communications software and well known for their anti-bullying tools used by over 3MM subscribers worldwide. With their success in education under their belts, the company recently started creating highly customizable apps for companies to use to maintain positive workplace cultures. Additionally, Teresa has single-handedly developed, implemented and continues to grow customer service for the company as well as manages the 24/7/365 triage response team. Show less



StoneX Retail

• United States
• Financial Services
• 200 - 300 Employee

• Director , Client Services

  • Feb 2006 - Apr 2015

  Bedminster NJ • Seamlessly manage three teams of client service representatives in multiple call center locations • Manage forecasting interval patterns in two call centers • Consistently meet 94 percent target of answering customer calls/chats /e-mails within 60 seconds • Developed and implemented an outsource relationship with outside broker dealers, e.g., TradeKingForex, Monex Bank, Futures Online • Created bi-weekly meetings to review Service Level Agreements • Contributed to the… Show more • Seamlessly manage three teams of client service representatives in multiple call center locations • Manage forecasting interval patterns in two call centers • Consistently meet 94 percent target of answering customer calls/chats /e-mails within 60 seconds • Developed and implemented an outsource relationship with outside broker dealers, e.g., TradeKingForex, Monex Bank, Futures Online • Created bi-weekly meetings to review Service Level Agreements • Contributed to the planning, development, and implementation of the following projects o Website trading o Fix-Fractional o UK-US conversions o Meta Integration o Oil, Metals, CFD’s o Money garden o Open E Cry Futures • Created a backup call center to handle emergency situations • Assisted in authoring Disaster Recovery Procedures • Collaborated with Marketing to help develop new strategies, discuss target markets and segments of clients • Assisted in creating The Customer Listening program and Internal Customer Swat Team • Implemented Customer Relationship Management Software , Salesforce, which increased efficiency of the CS team and reduced customer wait times • Improved and implemented Quality Assurance Program to ensure customer satisfaction and enhance the client experience • Responsible for merging GFT and Gain Capital’s customer contact points across Calls, chats, and emails

• Client Services Manager

  • 2006 - Apr 2015



Paul Miller BMW

• Service Writer

  • May 2003 - Feb 2006

  • Assisted clients by responding to inquiries regarding vehicle maintenance, history, and future investments • Opened new service accounts for clients with recent purchases • Managed staff of five technicians • Created and oversaw the Certified Pre-Owned Department • Created various positions for the growth of the Service Department