Experience

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  Empire furniture showrooms

  Mar 1986 - May 1990

  Operations manager

  Monitored total company operation while coordinating standard operating procedures

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  Dixon paper

  Sept 1990 - Jun 1994

  Store manager

  Developed and maintained a profitable store environment promoting sales, service and total customer satisfaction.Administered quality customer care programs to enhance a maximum positive shopping experience

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  Office depot

  Jul 1994 - Apr 1996

  Operations manager

  Directed operational areas and maintained full staffing for receiving, cashiering, and customer service

• 

  Apac

  Apr 1996 - Apr 1998

  Sr. customer service manager

  Senior Management in an inbound call center for an outsourced package delivery project

• 

  Office depot

  Apr 1998 - Mar 2021

  Key business process and service delivery leader for multi-channel organization responsible for improving customer service practices, metrics and accountability to improve the customer experience. Business Process owner for Web based order entry platform, Chat and Email solution, and Natural Language IVR solution. Business Process MappingProcess consolidation across multiple business channelsCall Center off-shore and near shore implementationProcess Consolidation Leader across multiple acquired companies: Viking , Allied, and Tech Depot Responsible for the creation and delivery of employee recognition programsCreated an energized environment which was motivational and focused on salesResponsible for Growing average order value by migrating agents from a service focused environment to a more sales focused.

  • Quality and Process Leader

    Jun 2012 - Mar 2021

  • Business Process Manager

    Feb 2001 - May 2012

  • Manager of Incentives

    Apr 1998 - Feb 2001
• 

  Atria senior living

  Jun 2016 - Mar 2021

  Responsible for leading the day-to-day operations of the community, including full P&L responsibility and serving as the community sales leader. Plan, implement and evaluate all aspects of operations. Recruit and train team members, have a direct supervisory responsibility for team members in order to create and maintain a highly functioning team environment. Maintain high customer satisfaction and ensure a quality oriented workforce. Committed to creating an enriching environment where every resident and employee can thrive Show less

  • Executive Director

    Jun 2016 - Mar 2021

  • Executive Director

    Jun 2016 - Mar 2021
• 

  Discovery senior living

  Apr 2021 - Sept 2024

  Executive director

  Responsible for leading the day-to-day operations of the community, including full P&L responsibility and serving as the community sales leader. Plan, implement and evaluate all aspects of operations. Recruit and train team members, have a direct supervisory responsibility for team members in order to create and maintain a highly functioning team environment. Maintain high customer satisfaction and ensure a quality oriented workforce. Committed to creating an enriching environment where every resident and employee can thrive. Show less

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  The arbor company

  Sept 2024 - now

  Executive director

  Responsible for leading the day-to-day operations of the community, including full P&L responsibility and serving as the community sales leader. Plan, implement and evaluate all aspects of operations. Recruit and train team members, have a direct supervisory responsibility for team members in order to create and maintain a highly functioning team environment. Maintain high customer satisfaction and ensure a quality oriented workforce. Committed to creating an enriching environment where every resident and employee can thrive. Show less