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Work Background
ConfidentialDirector of Inside Sales
Feb. 2024 - Feb. 2025Wilmington, Massachusetts, United States
ICP Building SolutionsCustomer Care Manager
May. 2022 - Jan. 2024Andover, Massachusetts, United States
Amalgamated Medical Care ManagementDirector Of Customer Service
Feb. 2020 - Feb. 2022Salem, NH• Managed 24/7/365 Call Center • Led a team through the Covid-19 Pandemic, vaccination clinics, and Emergent calls.
• Hire, train, coach, counsel, and evaluate performance of direct reports.
• Experience with various systems interfaced with multi-vendor healthcare environments • Managed intake for emergent and urgent calls, EAP, and medical necessity utilizations management
• Developed auditing, testing, evaluation, and communication procedures for new clients’ products for both internal and external customers
• Created a departmental repository of training manuals and client SOP documentation
• Supported over 50 clients with various business requirements and service levels
• Hire, train, coach, counsel, and evaluate performance of direct reports.
• 250K inbound calls, AHT 3.25, Staff Utilization 85%, Quality Assurance scoring of 98%
• Reduced the Abandonment rate by 12%, reducing callbacks by providing single call resolution • Participate in re-engineering and other organizational improvements designed to increase efficiency, improve service, and strengthen departmental relationships.
• Established requirements to build an Omni-channel contact center powered by AWS to support AI, voice, chat, SMS in a single CRM platform responsible for developing and delivering customer
PetEdgeDirector of Applications
Feb. 2014 - Jul. 2019Beverly, Massachusetts, United StatesDirector, SAP Applications
PetEdge, Inc., Beverly, MA 1/2013 to 7/2017
> Proven Leadership in building a centralized master data governance team migrated eight legacy systems into one. SAP Executives stated we achieved was exemplary.
• Defined the data quality strategy for legacy and future MDM requirements (customer, address, product sizes, colors and descriptions)
• Merged and purged tens of thousands of records eliminating redundancy. Improved household records and reduced mailing costs by 20%. • Chaired departments SDLCs; acted as a JIRA service owner and coordinated discussion and approvals on configuration, incident, and release management; maintain ownership throughout the application lifecycle.
> Advised as both Functional and Business Analyst to ensure applications adhered to business requirements and to identify the impact of business changes on existing systems
• Managed seven direct reports s; ABAB Developer, Pricing Analyst, CRM Sales, CRM Campaign Management, Security, and SME in SAP CRM, ECC Modules, MDM and Middleware
• Established SLA’s for IT Team, contractors, vendors to resolve support issues; escalated support tickets and emergency events
PetEdgeDirector, Sales Operations and Support
Apr. 2005 - Jan. 2014Beverly, MaResponsible for leading and directing Multi-Channel, Multi-Division aspects of the organization’s Call Center Sales Operation consisting of Inbound Sales, Telesales, Support and Customer Service
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