I DIDN'T CHOOSE THE GAME...
THE GAME CHOSE ME
I didn't plan on landing in the world of Operations. However, once I got a taste of the excitement the ever-changing landscape of Operations provided, I was hooked. Not only was I interested in the work the field provided, I was really good at it.
Most recently, my work landed me a position with Pineapple Products where I’m focused on improving supply chains & lead times, providing world-class Customer Service, and improving outdated/antiquated processes as our company grows. I guess you could say I’m living the dream.
PROFESSIONAL EXPERIENCE
Background & Expertise
JULY 2016 - PRESENT
DIRECTOR OF OPERATIONS - PINEAPPLE PRODUCTS
Working my way from Support Manager to the Director of Support and Sales, and now serving as the Director of Operations, I have become the factotum of Pineapple Products. My experience is the last 6 years is vast, but notably, I oversee a department of over 40 people. Including Project Management, Tech & Development, Supply Chain, Inventory Management, Customer Support, and Inbound Sales.
AUGUST 2014 - JULY 2016
SENIOR SECTION MANAGER - AVANT
Responsible for the management of the Online Department, which consisted of 30 specialists and assistant managers. These specialists communicated with customers via chat & email, along with special time-sensitive projects to identify potential fraudulent loans. Establishing KPI's and identifying inefficiencies was my specialty within this nuanced department.
NOVEMBER 2010 - AUGUST 2014
DEPARTMENT MANAGER - GROUPON
Lead a team of 18 frontline Customer Service Representatives. In addition to managing, I worked on high-level research into customer's refund requests, which resulted in many of the refund practices still adopted by Groupon today.
JUNE 2007 - JUNE 2010
CALL CENTER OPERATIONS MANAGER - TELETECH
This was the beginning of my deep knowledge of the inner-workings of a call center. Responsible for reporting metrics for a call center of 86 people, I learned all the necessary skills of queue management, reduction of wait times, and optimization of scheduling.
SKILLS
Professional Competencies
OPERATIONAL METRICS
Specializing in establishing KPI's, identifying inefficiencies, and coming up with solutions to fix them.
ZENDESK ANALYST CERTIFIED
Certified in Zendesk Explore and customizing Zendesk to work for your business.
EXCELLENT PEOPLE MANAGER
Countless references can attest to my practical and logical approach to management.
PROJECT MANAGEMENT
Currently completing coursework for PMP Certification. Estimated Completion: August 2022.
“Striving for success without hard work is like trying to harvest where you haven’t planted.”
David Bly
TO GET STARTED, ALL YOU HAVE TO DO IS REACH OUT
1955 N Leavitt St
Apt 3D
(724) 984-6740