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Self-starting professional with over 30 years of experience in all areas of customer service with a focus on operations management, global customer experience, along with customer engagement on social media. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
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Allegiant Air – Fletcher, NC,
- Manage all Aspects of North America Retail Consumer Advocacy Division.
- Manage Consumer Facing Agent Teams in Sacramento, California and Bogota, Colombia.
- Oversee all Facets of Risk Management, to include Retail Consumer – North America,.
- Regulatory, including FDA and Health Canada, and all Legal Claims for Retail Consumer – North America.
- Oversee Social Media Monitor and Engagement Consumer Program for North America Retail Consumer on BDG Brand Pages, (Facebook, Twitter, Instagram, Pinterest, YouTube).
- Streamlined operational procedures and leveraged data by Implementing Emplifi Solutions Suite of Tools, to include Advanced Analytics, Chabot (Bi-Lingual), Live Agent Chat, Astute Agent, Astute Social, Astute Knowledge, and SMS Texting.
- Brought Consumer 800# phone system (via Genesys Cloud) in-house.
- Oversaw Cristo Rey High School and Blue Diamond Work Study Program.
- Member of Blue Diamond’s Corporate Communications Council.
- Member of Blue Diamond’s Risk Management/Recall Team.
- Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Prepared annual department budget.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Orbitz Worldwide – City, STATE,
- Managed day to day work flow of all escalated complaints to Corporate Headquarters.
- Managed multiple direct reports, including local and remote employees.
- Efficient in creating daily operations reports, Excel spreadsheets, PowerPoint presentations.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Applied customer feedback to develop process improvements and support long-term business needs.
University of California, Irvine - Irvine, CA
Concentration around Eight Courses: (17.5 Units = 175 hours of instruction)
- Professional development completed in Foundations of Leadership
- Professional development completed in Communication in a Diverse and Changing Workplace
- Professional development completed in Leading Small Groups
- Professional development completed in Conflict Resolution
- Professional development completed in Communicating Across Cultures
- Professional development completed in Leading Successful Organizational Change
- Professional development completed in Virtual or Remote Management and Communication
- Professional development completed in Modern Business Writing
Indiana University Northwest - Gary, IN
VIP Travel School - Chicago, IL,
Munster High School - Munster, IN
2019 - 2022 SOCAP Board Officer - Chair
2018 SOCAP Board Officer - Chair-Elect
2017 SOCAP Board Officer - Secretary
2015 - Present SOCAP International - Board of Directors
2012- 2015 President of SOCAP Chicago Chapter
2014 Chair of National Membership Committee for SOCAP International 2013 Vice Chair of Membership Committee for SOCAP International
2013 Customer Care News Magazine - Editorial Advisory Board Member
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School Attended
- University of California, Irvine
- Indiana University Northwest
- VIP Travel School
- Munster High School
Job Titles Held:
- Manager, Consumer Advocacy
- Manager, Customer Relations
Degrees
- Associate of Arts
- Associate of Science
- High School Diploma
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