Dynamic, results-oriented senior level Customer Service professional with a progressive knowledgebase in a broad array of service functions. Process-driven and results-based leader with a passion for serving and exceeding customer expectations while assessing organizational needs, developing strategies and tactical plans to drive cost-effective solutions that support organizational efficiencies to achieve both short and long-term goals. Transforms strategic plans into workable solutions with expertise in creating and improving departmental processes and procedures to maximize business results in service operations and customer satisfaction. Determines key performance indicators and develops measurement systems to evaluate successes in reaching targets and goals, as well as identifies gaps in processes and training opportunities. Professional, hands-on leader and innovator with 14 years of experience in developing people to reach their maximum potential to deliver service excellence at all levels of the organization.
Tasked with centralizing the customer service departments in California and parts of Georgia into Atlanta, to deliver industry leading service experiences to our customers with a specific focus on reversing the external perception that it is “hard to do business with Oldcastle”.
Business process analyst and change management decision-maker responsible for assisting Supply Chain VP in combining two Supply Chain departments and cultures during joint venture of Hanson Brick and Boral Bricks to include Materials Management, Logistics, Customer Service, and Invoicing.
Recruited by CEO of the largest North American brick & roof tile manufacturer and distributor of masonry products to champion his vision for a centralized customer service department that would deliver industry leading service experiences to our customers with focus on internal quality measurements and results as well as external perception tracking to influence business' culture and set strategic service goals.
Provided face to face customer service in business office for SCE&G; a regulated public utility, providing natural gas and electricity service to approximately 332,000 customers in 36 counties in South Carolina.
Founder and Director of Charlotte Powerhouse Volleyball Club (CPVC), an Amateur Athletic Union (AAU) affiliate. CPVC provided opportunities for 12 to 18 years old players from underserved communities to participate and showcase their talent and love for the sport for scouts from divisions 1, 2 and 3 colleges and universities to be selected for athletic scholarships. Founded in 2014, CPVC has graduated 12 players that have earned more than $500k in athletic scholarships combined and continue playing volleyball on the collegiate level.
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