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Work Background
Project BionicDirector of Client Services
Sep. 2023Las Vegas, Nevada, United States · RemoteBuilding the best Customer and Client Service Team on the planet.
Project BionicData Analytics Manager
Jan. 2022Seattle, Washington, United States · Remote• I develop paid social media strategies through collaboration with clients. I also oversee the day-to-day management of paid digital marketing campaigns, including paid and organic, display, and social advertising strategies across both B2B and B2C business.
• I generate new business opportunities by developing and maintaining relationships with clients. Additionally, I increase market share and customer base by creating and maintaining campaigns on all major social media platforms.
• I also work with the data that is provided to create a clear and concise story from the data. This allows for good decisions and growth moving forward.
Project BionicPaid Media Manager
Sep. 2020 - Jan. 2022Seattle, Washington, United StatesWorked with clients to develop and implement successful paid social media strategy. Worked with all major Platforms (Facebook, Instagram, TikTok...) to get the best return on advertising spend for my clients.
TELUS InternationalOperations Manager
Oct. 2019 - Oct. 2020Las Vegas, Nevada Area · Hybrid• I ensured continuous process improvement by leading and driving a team of supervisors. I also established and maintained relationships with clients, provided solutions to obtain metric and financial stability for campaigns, and implemented strategies to assure attrition remains below an acceptable level.
• I managed the delivery of contractual metrics and service levels to satisfy client needs and meet revenue targets.
• I provided an efficient and flexible response to operational issues to maintain levels of service delivery, client, and customer satisfaction.
• I applied accuracy, attention to detail, and data standards to all initiatives.
Inktel Contact Center SolutionsOperations Manager
Aug. 2018 - Jun. 2019Orlando, Florida · On-site• I improved operational performance by directing a team of supervisors. I also oversaw the operation of assigned programs and met all set program goals. Furthermore, I analyzed data to provide actionable items to corporate management.
• I developed objectives for the call center’s day-to-day activities.
• I analyzed data to draw solid conclusions and constructed and implemented impactful action plans.
• I hired, coached, and provided training to personnel to maintain high customer service standards.
Jet.comBusiness Analytics Supervisor
Jan. 2016 - Jun. 2018Salt Lake City, UT · On-site• I achieved all of our set business goals by building and training my business analytics team. I analyzed the data to provide actionable items to our corporate management. Additionally, I utilized Power BI to create easy-to-read dashboards.
• I met all of my set performance goals by leading a team of up to 29 agents. I guided, trained, and developed the team leads into future supervisors. Additionally, I tracked metrics and provided statistics for our team.
NetflixCSChat Supervisor
Oct. 2014 - Dec. 2015Greater Salt Lake City AreaAssemble a team to provide amazing customer service to the chat customers of Netflix.
TELUS InternationalSenior Team Lead
May. 2012 - Sep. 2014Managed a team of agents that provide customer service through chat and voice. Coach the team members to continue their improvement. Maintain KPI and adherence to client's standards. RTM call center floor using CMS. Develop next generation of leaders for the campaign and call center.
After Z MarketingDirector of Sales
Jan. 2009 - Apr. 2012Obtain new clients for a small internet marketing business. Maintain client relationships and work as a liaison with the design team to make sure all the needs of the client are met.
Zappos Family of CompaniesCLT Team Lead
Jul. 2006 - Nov. 2008Lead a team of customer service representatives in an inbound call center. Teach the art of WOW customer experiences.
Randall SportsSole Proprietor
Jun. 2003 - Jul. 2007Las Vegas, NevadaSporting goods company run by myself. Baseball and team gear specialists. Worked with suppliers to outfit teams for club sports.
LOWESTFARE.COMPremier Desk Manager
Oct. 2000 - Jun. 2002Las Vegas, NevadaManaged a customer contact team for an online travel agency. My team functioned as consolidators to the top 10 agencies in the country and produced $50M in sales per year.
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