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Work Background
VeranoDirector of Customer Service
Oct. 2023
VeranoSr. Manager of Customer Care Services
Sep. 2019• Oversee multi-state operational management and business activities of the Customer Care Center. • Responsible for driving the business unit to achieve and surpass goals and objectives, that will maximize output and minimize cost resulting in higher profitability. • Direct and implement SOPs, methods, policies, objectives to advance their region, and ensure continuing operations to increase productivity and guarantee regulatory compliance. • Lead the successful resolution of issues that could negatively affect the reputation of the company by properly communicating with stakeholders and reaching a timely solution. • Coordinate the onboarding of new states where Verano operates into the Customer Care Center by coordinating with the Director of Program Management and other key stakeholders. • Partner with business leaders to develop and execute customer care strategies focused on providing excellent support options, creating loyalty to all Verano brands, increasing sales, and patient count. • Understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity, and development of the customer care program within the company. • Provide guidance and counseling on customer care decisions, de-escalations, processes, and development plans for the customer care center. • Partner closely with key stakeholders on national customer care strategy and execution. • Assist business leaders identify solutions with data-driven recommendations that improve customer care processes and the overall customer experience. • Support in the implementation of a new systems.
Ultimate Medical AcademyAssociate Manager of New Student Advising
Aug. 2010 - Sep. 2019
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