Vice President, Business Operations & Customer Care
August 2008 – May 2014
Chartered with building a world-class customer experience across the Shopatron service channels. Led all business activities that include customer service, payment processing, fraud management and risk mitigation. Objectives were to reduce operational costs, improve operating margin and drive the user feedback loop to continuously improve the product for the business.
Director, Customer Care Operations
2002 – July 2008
Directed all customer care and BPO operations for the business. Developed and executed a global sourcing strategy that enabled 95% of operations to be transitioned to outsourced vendors. In addition, built a global operations team to govern the business function and successfully launch call centers in the United States, Costa Rica, Guatemala and the Philippines. Helped the company grow before and after acquisition; financials went from $12M to $130M in revenue and ($5M) to $40M in operating income.
2000 – 2001
Employed in the Electronic and High Tech practice and assigned to a variety of clients that included eBay, Solectron, KLA-Tencor and AT&T.
1998 – 1999
Recruited technology professionals for placement into Compuware clients. Led a small team of Recruiters and Account Managers to evaluate the effectiveness of the recruiting process. Improvements were identified and executed to source, qualify, and place candidates.
No Education Background shown
California Polytechnic State University - San Luis Obispo