Saratoga Springs, NY 12866
My career has been mainly focused on the customer experience through the optimization of both Human Capital and Technology.
EDUCATION: Graduated BA Communications College of Mt St. Vincent: New York, NY
H&R Block Advisors Albany, NY
Operations Service/Sales Manager December 2018 – Present
Recruit, manage and coach a team of Tax Pros to reach and exceed sales and service goals.
Global Service Solutions New York, NY/Saratoga Springs, NY
Operational Consultant January 2005 – Present
Create and deliver solutions for clients to optimize employee development and technological usage.
Chase/Mellon Investor Services Jersey City, NJ
Vice President Operations October 1999 – Jan 2005
Provided leadership and developed operational staff in both front and back offices of business.
Wine Enthusiast Elmsford, NY
Operations Director August 1997 – October 1999
Managed and developed all sales and service staff.
D.F. King and Co. Inc. New York, NY
Call Center Director July 1995 – August 1997
Managed and developed all operational staff and supportive technology.
Citibank / Citicorp, NA Tarrytown, NY
Call Center Sales Representative/Supervisor/Manager January1990 – July 1995
Created and delivered operational plan to enhance sales and coached staff for improved performance.
Created Business solutions to attract the best employees, staff reward programs and retention.
Developed and implemented forecasting models and staff optimization standards.
Constructed supportive technological and methodological enhancements to provide optimization strategies.
Planned, Managed, and implemented employee hiring and testing program.
Created and implemented self-service sales and service channels.
Composed training materials, departmental procedures, and methodologies.
Develop and conduct all operational audits, disaster recovery and contingency planning.
Dynamic Business Leader
Strong verbal and written skills
World Series of Poker Champion 2007