SUMMARY

• Versatile leader with over 10 years of management experience in sales, customer service and operations.
• Detail - oriented Customer Acquisition and Retention Sales Management Multi-tasking and Prioritizing Product Management and Development and Evaluation Recruiting, Interviewing and Hiring

PROFESSIONAL EXPERIENCE

Confidential, Waukegan, IL

Business Manager

Responsibilities:

• Responsible for day-to-day management of law firm business operations - including marketing, billing and collections and administration.
• Implemented web-based marketing strategies using social media, SEO and the firm homepage to increase client base and expand practice areas.
• Identified opportunities in case management and client communication and created and refined processes to improve these areas of the operation. Actions have resulted in higher rates of client retention and satisfaction.

Confidential, Chicago, IL

Senior Operations Manager

Responsibilities:

• Led a team of 15 employees covering customer service/order processing, accounts receivable and product management. Responsible for recruiting, hiring, and evaluation for all direct reports.
• Initiated company’s first proactive quality control program for order processing. Resulted in improved accuracy and standardization of processing methods.
• Facilitated partnerships with various software providers and third party vendors to expand service offerings and ensure that products and services were competitive and available via all relevant platforms.
• Built customer service call center from ground up as company operations expanded to Chicago from California headquarters. Created protocols and documents for all facets of customer service/tech support.

Confidential, Golden Valley, MN

Team Leader

Responsibilities:

• Managed day-to-day operations and sales of online grocery retailer’s largest and high-volume distribution center. Staff included up to 40 Service Representatives and eight Warehouse team members.
• Provided initial and ongoing and mentoring on all aspects of the job - including sales, service, safety and corporate policy.
• Developed and implemented first call resolution and service recovery strategies to increase customer retention and ordering frequency.
• Generated new business as a Service Representative through door-to-door prospecting, sponsoring and organizing community events and personal referrals from existing customers.