Experience

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  American eagle outfitters inc.

  Jun 2003 - May 2007

  General manager

  Managed daily operations of a high volume retail clothing store. Interviewed, hired and trained all store personnel to ensure corporate sales goals and visual standards were upheld. Supervised and motivated a team of up to 60 employees. · Exceeded annual sales goals by at least 5%.· Earned a perfect annual audit score by ensuring all personnel were trained appropriately and company policies were upheld. · Promoted to a higher volume store after proving to be a quick learner and a true leader. · Coached, developed and promoted several key team members into management roles. Show less

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  Vantiv

  May 2007 - Feb 2015

  Managed client projects associated with rewards, card linked offers and card enhancements among external partners and internal cross-functional teams. Assisted clients with marketing efforts relative to assigned products, delivering client results and reporting, ensuring accuracy and timeliness. Managed Vantiv’s day-to-day relationships with loyalty vendors.· Coordinated approximately 50 new client conversions annually for assigned products, increasing revenue.· Created and managed multi-channel client rewards/loyalty campaigns resulting in increased transactions, dollars spent and interchange earned for participating clients. · Developed new processes and procedures to on-board clients into a newly established debit card enhancement product, increasing accuracy and organization. · Created and executed training documents and processes, delivering efficiencies and lowering costs for internal and external partners. · Revamped on-boarding documentation for assigned products, reducing meeting time with clients and improving efficiency for internal partners. Show less Managed daily aspects of client relationships, planning and strategy for financial institution clients. Scoped and executed end-to-end custom client projects across multiple cross-functional teams, delivering projects that were on-strategy and timely. Assessed client needs and objectives and leveraged internal operational teams to ensure successful execution and business results for clients. Managed invoices and ensured accurate and timely billing. Owned client escalations, ensuring appropriate and timely resolution. · Managed relationship with Vantiv’s largest credit financial institution client, with revenue in excess of $2 million annually. · Scoped, gathered design elements and ensured successful launch of credit card e-statements for key client, increasing customer satisfaction and lowering costs for the client. · Led and coached fellow Service Managers on all aspects of client management process and strategy, providing servicing best practices.· Designed, managed and implemented new processes and procedures that improved results for clients and their end customers. Show less Managed a team of up to 25 exempt and non-exempt representatives. Coached and developed team members in all areas of performance including metrics and behaviors related to customer experience. Monitored calls and provided direct feedback one-on-one with representatives. Wrote and conducted performance evaluations and set appropriate performance goals to encourage continuous improvement. Managed employee issues regarding attendance and performance and delivered appropriate corrective action when needed. Interviewed, hired and on-boarded representatives. · Analyzed qualitative and quantitative performance trends. Designed, coordinated and implemented contests and incentives to motivate contact center team members, increasing quality and reducing handle time. · Quickly took ownership of a client that the contact center was struggling to service appropriately and turned the relationship around by conducting targeted calibrations with the client and additional one-on-one sessions with representatives to ensure the client’s calls were handled to their specifications. · Met client service level goals while maintaining excellent customer service standards across the contact center.· Awarded a CMC Team Player Award in 2007. Show less

  • Loyalty Project Manager

    Apr 2014 - Feb 2015

  • Service Manager II, Relationship Manager, Client Account Executive

    Aug 2008 - Apr 2014

  • Inbound Customer Service Supervisor

    May 2007 - Aug 2008
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  Tmg

  Apr 2015 - Oct 2016

  Senior solution consultant
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  Augeo

  Oct 2016 - Apr 2018

  Account manager
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  Fis

  Apr 2018 - Oct 2022

  Client relationship manager
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  Tcm bank, n.a.

  Oct 2022 - now

  Vp, relationship management