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Executive Profile

A passionate, digitally minded and customer obsessed leader that continuously delivers value throughout the customer journey. I thrive on leading the best in class omni channel customer focused teams. 


Education
Florida State University 2007

Bachelor of Science - Business Administration. Emphasis on Management, Finance and Hospitality.

​
Technical Skills:
MS Office, Excel, Powerpoint, Zendesk, Freshdesk, Salesforce, desk.com, five9, Genesys, Qualtrics, Jira, Tableau, Gartner & Forrester.
Professional Experience
NJOY - Consultant Nov 2018 to Apr 2019
 New York, NY
  • Audited the end to end customer experience, identified areas of improvement, created a strategy and implemented improvements which include:
  • Sourced, selected, trained and managed budget of 3rd party vendor to handle low level customer inquiries. Also, held them accountable for achieving KPIs.
  • Refresh website, update FAQs & build a robust knowledge base/help center which increased self-service and decreased department costs & number of contacts.
  • Implemented workflows, documented SOPs and developed a product issue tracking system.
Etsy - Consultant May 2018 to Nov 2018
 New York, NY
  • Sourced and selected a new CRM and was in charge of the migration, implementation and optimization of the new customer support platform.
  • I spearheaded outsourced vendor sourcing and selection and launch of expanded operations to support our international growth and delivery of multi-language customer service in new international markets and 6 new languages including French, Spanish, Polish, Italian, German, Russian. 
  • Grew internal CX team by 5X, combination of direct and indirect hires, scaling team into a 7-day operation. 
  • Managed Customer Service integration and strategy with new business acquisitions. 
  • Reduced our Email from 24hrs to 2hrs, increased CSAT (customer satisfaction), NPS and decreased customer effort. 
  • Implemented chat and phone channels.
  • Hired 6 managers bringing my total number of direct reports to 20 and internal head count of 150 with another 500+ outsourced.
  • Implemented new member rate changes with customer communication and contact center response plans to maintain satisfaction and minimize attrition.
  • Recommend process and systems changes that will improve team performance, efficiencies, and overall customer experience.
  • Standardized workflow process, improving overall customer experience, resulting in 20% decrease in customer contacts.
  • Spearheaded department transition into a 24/7 international contact center.
Google Venture Backed Start-up - Consultant Feb 2018 to May 2018
 New York, NY
  • Design the omni-channel consumer experience, lead the development of the creative campaign and the digital engagement strategy.
  • Support the development of the brand architecture (positioning, messaging, identity).
  • Lead the application of brand architecture to the development of the creative campaign and CX design.
  • Lead the pre-launch testing and post-launch measurement of the above.
  • Continuously develop new consumer insights related to the customer journey and their paths to purchase.
L'Oréal - Consultant Apr 2017 to Feb 2018
 New York, NY
  • Developed workflow process, created training manuals for new CS associates, increasing retention rates to 100%. 
  • Originated department service levels and KPI's. 90/8 SLA for phones, email SLA within 2 hr, chat SLA within12 sec. 
  • Developed and maintained weekly forecast for in-bound contacts, resulting in more efficient staffing model. 
  • Originated personalized on-boarding procedures & developed a training manual engaging multi-learning styles, improving retention by 45%. 
  • Implemented new CRM technology for phone, email, and social media. Increasing department efficiency by 62%. Increased CAST scores by 43% showcasing department loyalty generation by contact channel.
  • Built weekly in-bound forecast module, resulting in efficient staffing: decreasing department spend by 28% and increasing department productivity by 73%.
  • Streamlined internal operational process, resulting in lower AHT on tickets and higher CSAT scores.
Verifone/Curb App - Consultant Dec 2016 to Apr 2017
 New York, NY
  • Managed the daily customer experience team of 50+ that was responsible for a fleet of 14,000 vehicles (Yellow & Green cabs) on the Curb app as well as driver training, process improvement, new product development/launch and passenger experience in New York City.
  • Monitored and analyzed key metrics, customer feedback, and observations to build passenger retention.
  • Co-head of MTA pilot program to provide over 1,000 access-a-ride trips per day.
  • Piloted ride sharing with Via using NYC taxis which included updating driver information monitors, driver training, route optimization and best practices.
Karhoo - (A ride booking app similar to Uber) - Consultant May 2016 to Dec 2016
 New York, NY
  • Hired and trained U.S. based customer experience team for Tier 3 tickets and outsourced Tier 1 & 2 tickets to 3rd party vendor which decreased department spend by 20%. 
  • Created driver & fleet scorecard and feedback loop to consistently improve on the level of service and passenger experience. 
  • Subject matter expert and key point of contact for all high-level escalations, social media, marketing, vendors and global partners.
  • In charge of vehicle fleet and driver onboarding for NY, NJ, Chicago, L.A., Miami and Texas for app transportation booking services.
  • Implemented new CRM technology for phone, email, chat and social media which increased department efficiency by 20% and increased CSAT scores by 35%. 
  • Established department service levels and KPI's. 90/10 SLA for phones, email SLA within 1 hr, social media response within 1 hr.
  • Created driver & fleet scorecard and feedback loop to consistently improve on the level of service and passenger experience.
Graze (A Unilever Company) Consultant Mar 2015 to May 2016
 New York, NY
  • Audited the end to end customer experience, identified areas of improvement, created a strategy and implemented improvements which included customer pain points, gaps in customer service, very low CSAT, very high customer churn and the leading factors attributing to internal customer service agent attrition.
CityMD Urgent Care In-House/FT Employee Mar 2014 to Mar 2015
 New York, NY
  • Identify and eliminate pain points and redundancies, reduced churn and by doing so, I reduced the average patient visit time from 1.5 hrs to less than 30 minutes, increased NPS from the low 20's to the low 70's and increased customer satisfaction from 63% to 94%.
  • Manage the daily operations of our Customer Care Center team focusing on process improvement and innovation, driving best practices and continually identify opportunities to elevate the customer Experience across all channels.
Entrepreneur/Business Owner Jan 2007 to Mar 2014
 Florida
  • Turned around a struggling aviation business by identifying gaps in service, customer experience and pain-points and implementing a customized service white-glove experience.      
  • Built key relationships with Fortune 100 companies, Ultra High Net Worth Individuals, A-List Actors, Musical Entertainers and NetJets (A Warren Buffet - Berkshire Hathaway Company)
This resume is created in 7 minutes.
Professional Summary


Diverse skilled individual with background in management, logistics, and customer service. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
Skills
  • Retail sales
  • Computer literate
  • Stocking
  • Shipment processing
  • Personable
  • Motivated team player
  • Strong communication
  • Natural Leader
Work History
Driver Helper, 11/2016 to 12/2016
 UPS – Costa Mesa, CA
  • Safely deliver packages to residences and businesses, scan and organize packages in handheld computer, obtain customer signatures
IT Technician, 07/2010 to 09/2016
 A Tax Lady for All Seasons – Camarillo, CA
  • Install, update and secure Windows computers, install and secure network, provide advice on equipment purchases
Sales Associate, 11/2009 to 03/2010
 Sears – Thousand Oaks, CA
  • Greet customers with a smile, maximize sales figures for the electronics department, maintain a positive score in customer satisfaction, maintain a clean and safe work environment.
Store Manager, 01/2009 to 05/2009
 BizTechEdge Computers, Inc – Thousand Oaks, CA
  • Perform computer software and hardware maintenance, open and close store, order parts, explore marketing opportunities, create advertisements.
Driver Helper, 11/2008 to 12/2008
 UPS – Simi Valley, CA
  • Safely deliver packages to residences and businesses, scan and organize packages in handheld computer, obtain customer signatures.
Ride Operator, 06/2007 to 09/2007
 Universal Studios Hollywood – Universal City, CA
  • Ensure safety of guests, greet guests with a smile, control crowds and line formation, clean and maintain line area and track area, answer guest questions.
Education
Associate's Degree (in progress): Music, Fullerton College - Fullerton, CA

4.0 GPA
High School Diploma: 2007
 Agoura High School - Agoura Hills, CA
 3.8 GPA
This resume is created in 7 minutes.
Education
August 2016 - Present
Bachelor of Science: Civil Engineering
 University of Cincinnati - Cincinnati, Ohio
 Expected Graduation 2021
June 2016
High School Diploma:
Springboro High School - Springboro, Ohio
June 2016
Dual Enrollment:
Miami University Middletown - Middletown, Ohio
Work History
05/2016 to 08/2016
Ride Operator Cedar Fair Entertainment Company – Mason, Ohio
  • Inspected all ride components prior to ride operation in order to ensure all company and ride manufacturer standards for safe operation were met.
  • Conducted ride tests at the beginning of each day in order to verify the ride was functioning properly, and all ride components were in safe working order.
  • Assisted in the training of employees on how to safely operate the ride in accordance with company protocols and ride manufacturer standards.
  • Was responsible for all work done by trainees to ensure all protocols were followed, rider safety was not jeopardized, and the overall experience of the ride was good.
  • Gained invaluable teamwork skills as the ride could only be operated by a team of four working together closely to ensure safety of riders and all company protocols were followed by each team member.
  • Kept track of rider volume to ensure the ride operating team was meeting rider volume goals set by the company and maximized speed of ride operation to increase volume and enhance the guest experience through lower wait times.
  • Strengthened work ethic by working 50 hour weeks.

 

 
06/2015 to 04/2016
Crew Member Subway – Centerville, Ohio
  • Maximized sales through customer satisfaction by maintaining a clean presentable environment, conducting quality work, and maintaining a friendly environment.
  • Ensured all Subway Corporate restaurant operation standards and policies were met to achieve high restaurant ratings from monthly corporate inspections.
  • Enhanced communication skills by working with managers to ensure the restaurant was adequately stocked each week and communicating with shift leaders to ensure incoming shifts were prepared and able to succeed.
  • Was responsible for maintaining cash control, and ensuring all cash in the store was accounted for and organized.
Activities
  • Was a member of the Springboro High School Football team
This resume is created in 7 minutes.
Skills
  • Customer-oriented
  • Strong customer relations
  • Strong interpersonal skills
  • Accounting systems and software
  • Compliance, banking laws and regulations
  • Time management skills
  • Well organized
  • Computer proficient
  • Quick learner
  • Verbal communication skills
  • Accurate money handling
  • Multi-tasking ability
Work History
Ride Operator, 04/2008 to 07/2012
 Joyland Amusement Park – 500 Canyon Lake Drive
  • Maintain a clean working environment.
  • Test run the rides before opening each day.
  • Securely operate rides.
  • Managed money efficiently.
  • Great customer service.
Merchandiser, 07/2011 to 09/2013
 Burlington Coat Factory – 6050 Brownfield Road
  • Trained new cashiers on procedures, customer service and sales techniques.
  • Unloaded Merchandise off the trucks and processed freight.
  • Organized store merchandise racks by size, style and color.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Educated employees on new merchandise during seasonal workshops.
  • Maintained a clean working environment.
Hostess, 10/2013 to 04/2015
 Covenant Medical Center – 3514 21st Street
  • Restocked Nutrition Room on each floor of the hospital.
  • Visit the patients rooms and take their meal orders according to their diets.
  • Pick up used trays/dishes from the patients rooms.
  • Assisted in maintaining preparation and service areas in a sanitary condition.
  • Cleaned and organized eating, service, and kitchen areas.
  • Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
  • Responsible for all garnishes for main courses, pasta, soups and potages.
  • Loaded trays with accessories.
  • Collected meal tickets or cash for meals from visitors.
Sales Representative, 04/2015 to 04/2016
 Rent A Center – 2125 50th Street Suite B, 106 N. University
  • Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 85% success rate.
  • Prepared sales contracts.
  • Helped merchandise floor stock.
  • Accepted merchandise from warehouses and priced as needed.
  • Managed money.
  • Maintained a clean working environment.
Floating Teller , 05/2016 to Current
 Plains Capital Bank – 5010 University Avenue
  • Organized, stocked and maintained the teller window area.
  • Cash/Deposit checks.
  • Help customers with questions regarding their accounts, and inform customers of needed/wanted information regarding our products.
  • Manage money with an efficiently manner.
  • Balance drawer daily.
Education
High School Diploma: 2010
 Monterey High School - 3211 47th Street

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