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 exceeding customer expectations while assessing organizational needs. 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. Professional, hands-on leader 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 best in class 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 departments and cultures to include, Materials Management, Logistics, Customer Service, and Invoicing following a joint venture of Hanson Brick and Boral Bricks.
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 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 AAU affiliate. CPVC provided opportunities for players 12 to 18 years old, from underserved communities to showcase their talent for scouts from divisions 1, 2 and 3 universities for consideration of athletic scholarships. Founded in 2014, CPVC has graduated 12 players that have earned more than $500k in athletic scholarships combined to continue playing volleyball on the collegiate level.
Managed an annual budget of at least $60,000
Recruited and hired qualified skilled coaches to train and mentor players
Recruited players with the potential to compete athletically at the collegiate level
Adhered to USAV regulations
Enforced all operational and risk management policies
Web Master - maintained player bios and stats
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