Experience

• 

  Kb toys

  Sept 1997 - Apr 2004

  Assistant manager
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  Wells fargo

  Apr 2018 - Dec 2019

   Demonstrates leadership skills through coaching team members to meet and exceed referral rate, quality assurance, warm transfers to sales and average handle time expectations. Utilizes tools and resources to support action plans. Documents coaching sessions for follow up conversations. Handles daily feedbacks, team huddles, and meetings. Prepares organized meeting agendas to effectively communicate valuable information.  Creates, delivers, and tracks Performance Improvement Plans throughout the year as needed.  Monitors break and lunch schedules and other unscheduled logouts to manage adherence and drive unit and proxy productivity. Checks weekly timesheets in order to process payroll accurately and on time.  Conducts monthly and yearly reviews to maximize bankers’ development opportunities. Show less

  • Customer Care Manager AVP

    Mar 2006 - Dec 2019

  • Middle Management

    Apr 2018 - Jan 2019
• 

  Avidxchange, inc.

  Dec 2019 - now

  Manager of customer care

  • Managed 75 directs reports while supporting the High Touch clients, Core Buyer, Suppliers and phone clients. Conducted re-occurring 1-on-1’s with directs and inspecting the business on a daily business. Inspection process was checking on performance (hitting daily metrics), listening to daily calls, talking to escalated clients, and work with the board of directors on ongoing projects that impact the Customer Care side of the business. Set yearly, quarterly, monthly and weekly goals and metrics that align with the company objectives. Adjust accordingly throughout the year.• Developing call flows and email flows to help drive the customer experience and assist teammates in growing their confidence in working calls/emails. Develop a de-escalation training and soft skill training for the new hires and current teammates as Customer Care grows.• Continue to review, innovate, and implement team structure as business evolves and roles change. Serve as a Subject Matter Expert, provide feedback and date to directors/executive’s level.• Responsible for coordination of new hire process (interview, working with HR to meet hiring expectations for Customer Care, ensuring teams are set up for success with the right amount of people).• Work with different directors of AvidXchange on plans that continue to drive high performance and customer experience. (Quality Assurance, HR, Training, Customer Success Managers, Technology) Show less