Work Experience

Operational control over Traffic Department and Central Distribution Center
Increased throughput by implementing new warehouse processes including updated staging and putaway process
Ship 7k+ Large Parcel items weekly, maintained inventory and shipping operations for 2 warehouses
Released shipments for an additional 8k casegoods pieces
Managing approximately 13k pieces of Large Parcel inventory
Released orders to ship from all locations
Carrier Management
Implemented Hub and Spoke Model
- Resulted in Increased revenue, decreased transit time, decreased damage rates
Project lead on various transportation projects

2018-Present

Operational control with full P&L responsibility for final mile delivery operations for North Carolina in a fast-paced start-up atmosphere
Reduce Order Turn Time by 80%
Proactively monitor order management systems and routing systems to optimize routes
Increased NPS score 60% in 3 months
Developed and maintained detailed forecasting reporting

2016-2018

Managed staff consisting of approximately 240 individual contributors and front-line leaders
Ensured all calls are answered within Service Level requirements
Designed contact center reporting platform to be utilized by all levels of leadership across 3 Contact Centers
Analyzed data and trends and managed customer service strategies.
Resolved operational issues and refined processes.
Central Delivery Operations for 1800 Stores
Store Support Department
Repair services Department
Customer Survey Group

2014-2016

Monitor and evaluating agent interactions with customers for quality, compliance, and sales standards
Analyze and report trends that to identify potential business opportunities and increase revenue.
Designed new evaluation system to allow less subjective and more quantitative data
Serve as subject matter expert for CMS (Medicare programs, policies, laws, and regulations)

2012-2014