Strategic problem solver.

EXPERIENCE

Director of Sales Quality & Customer Experience

01/22-07/22 Arch Telecom - Anaheim, CA (REMOTE)

• Team Leadership: Oversaw recruitment, training, & management of customer service, loss prevention & sales quality teams

• Service Culture: Fostered a culture of exceptional customer service & implemented effective sales techniques, resulting in increased customer satisfaction

• Risk Detection: Developed & executed data-driven early risk detection strategy, reducing potential business risks

• Threat Analysis: Analyzed customer complaints, providing strategic recommendations to enhance overall customer experience

• Incident Investigation: Conducted comprehensive investigations & escalated issues for swift corrective action

• Process Enhancement: Streamlined operations & improved Customer Experience initiatives

Director of Information Systems

01/14-01/22 Arch Telecom - Anaheim, CA (REMOTE)

• Systems Management: End-to-end management, planning, & successful implementation of all systems, ensuring optimized functionality

• Fostered Innovation: Pioneered innovative tools that adapted to evolving business needs, enhancing agility

• Mentored Leaders: Cultivated emerging talent through mentorship, fostering their professional growth

• Workflow Optimization: Led operational optimization initiatives, streamlining workflows & improving process efficiencies

• Emergency Response: Executed critical maintenance tasks, minimizing disruptions & maintaining operational continuity 

Professional Services Consultant

08/10-01/14 iQmetrix - Davidson, NC (REMOTE)

• Custom Reporting: Crafted tailored Business Intelligence reports, interactive dashboards & distribution to meet critical business objectives

• Virtual Training: Conducted regular virtual training sessions to educate & upskill clients

• Client Support: Proactively resolved customer service tickets and exceeded SLA expectations

• Knowledge Base: Developed in-depth help files, reducing non-billable client hours 

Director of Strategic Initiatives

08/10-01/14 Arch Telecom - Anaheim, CA (REMOTE)

• Project Leadership: Led project management for all initiatives, ensuring seamless integration into core processes

• Cross-Functional Collaboration: Collaborated with partners in strategy, finance, analytics, sales & operations to drive efficiency

• Systems Integration: Executed Systems Integration Projects, enhancing cost efficiency & risk reduction

• Optimized Logistics: Revamped Warehouse & Supply Chain Management, reducing carrying costs & improving efficiency

• Process Enhancement: Optimized processes & procedures to increase productivity

• Upgraded Reporting: Implemented streamlined reporting through SQL & Business Intelligence tools

• Audit Overhaul: Redesigned Sales Audit Process to elevate accuracy & transparency

Director of Marketing

05/08-08/10 Arch Telecom - Anaheim, CA (REMOTE)

• Customer Growth: Developed & executed a strategic program to increase customer retention & lifetime value

• E-Commerce Launch: Spearheaded the launch of an e-Commerce solution for enhanced campaign efficiency

• Secured Funding: Formulated cooperative partnerships to secure alternative funding, reducing customer acquisition cost

• Operations Management: Managed the Point of Sales & Business Intelligence reporting for streamlined operations & data empowered sales leaders

• Offshore Oversight: Trained offshore teams for process enhancement & cost reduction

• Mentored Leaders: Provided guidance & mentorship to leadership in Recruiting & Operations

• Acquisition Training: Orchestrated seamless front-end & back-end training during both physical & virtual company acquisitions 

Director of Retail Operations

01/07-05/08 Arch Telecom - Hawthorne, NY

• Program Leadership: Spearheaded Recruiting, Training & Employee Development Programs

• Developed Leaders: Orchestrated nationwide growth through a comprehensive Development Matrix, Monthly Smart Plans & rigorous performance evaluations

• Fostered Innovation: Implemented Learning Management & Applicant Tracking Systems for scalability & substantial cost savings across three sister companies

• Software Transition: Strategically executed a seamless transition of Point of Sales & reporting systems

• Values Integration: Infused Core Company Values into daily Front End Operations, fostering a cohesive & mission-driven work environment

• Enhanced Communication: Strengthened communication via virtual meeting spaces & "Meeting in a Box" initiative 

Director of Recruiting

08/06-01/07 Arch Telecom - Hawthorne, NY

• Managed Team: Supervised a team of 3 recruiters, facilitating the identification & onboarding of top-tier sales candidates to meet strategic business objectives

• Recruited Leaders: Attracted & onboarded high-level executives to drive Arch Telecom's ambitious nationwide expansion

• Optimized Recruitment: Pioneered the development of a proprietary Applicant Tracking System, streamlining the hiring process & minimizing time-to-hire 

Regional Recruiter

01/05-08/06 The Mobile Solution - Springfield, MA

• Optimized Recruitment: Successfully recruited & onboarded over 300 sales professionals to address high turnover across 8 locations

• Innovative Pipeline: Pioneered the creation of an autonomous referral pipeline that maintained a healthy pool of potential hires

• Strategic Development: Played a vital role in enhancing the capabilities of retail sales teams