12 Years Progressive Experience in Fast-track, Customer Service-oriented Environ

ments
A highly experienced, personable, and results-driven management professional wit
h more than 12 years of experience in developing customer driven management stra
tegies designed to stimulate sales, and enhance organizational growth and susta
inability. Expertise in development of organizational programs, services, and pr
ojects along with supporting policies and procedures that maximize business succ
ess. Consistently exceeds organizational expectations.
CORE STRENGTHS
Project Development, Tracking, and Management
Cost Estimation, Budgeting, and Expense Mgmt.
Staff Supervision, Training, and Development
Change Management / Performance Improvement
Total Account Relationship Management
Customer Service and Quality Control
Research, Analysis, and Assessment Expertise
Scheduling and Deadline Management
Problem Solving and Complex Troubleshooting
International and local start ups
Computer Skills: Microsoft Office Suite: Word/Excel/Powerpoint; Entry-level Exp
erience in PERL, C++, C#, software bug tracking and reporting, basecamp (project
management)

PROFESSIONAL EXPERIENCE
ECOHAUS, WA
August, 2008 Present
Store/Web/Call Center General Manager
Developed policies and procedures for core company functions including freight d
amages, special order placement, and sales splits (commission related).
Created an environment of accountability and performance, first in the Call Cent
er, and later in the Seattle Showroom.
Assisted in determining new Enterprise Resource Platform.
Responsible for bottom line performance of this multi-channel retailers alternat
ive channels business unit, including web and stores.
Oversaw the launch of the companies e-commerce web site from design to implement
ation and helped define the evolution of the sites look and feel as well as enha
ncement in functionality.
Oversaw the customer service functions for all alternative channels.
Analyzed performance metrics to determine future strategies.

IFLOOR.COM, WA
September 1999 to March 2008
SR. Director of Customer Service (January 2004 to March 2008)
Customer Service and Claims Supervisor (September 1999 to January 2004)
Key contributor in making iFLOOR become a $60 million company with approximately
300 employees; on INC 500 list of fastest growing companies for 2 years; on Top
200 list in Internet retail sales; with 37 store locations.
Successfully launched iFLOORs international call center based in the Philippines
which grew from a sales based call center to 5 successful departments ie. marke
ting, accounting, customer service and claims within a year which tremendously r
educed costs, paving the way for 24/7 360 day operating hours to occur.
Designed strategic procedures and performance measures and introduced quality me
asures that improved service levels from 70% would recommend to high of 93% woul
d recommend rating. Reduced cycle time for claims processing by 70% and reduced
complaint rates by 10%.
Significantly enhanced leadership and performance management by fostering employ
ee development and engagement, creating career paths and review processes.
Created and launched training curriculum for new agents, alongside the creation
and launch of a new program based on customer and employee feedback.
Deployed effective tactics to help meet all roll-out dates and budgetary objecti
ves.
Managed a budget ranging from $500,000 to $1 million per year.
Negotiated agreements with Logistics providers for international shipping, BTB s
hipping, and direct to consumer shipments. Achieved millions of dollars in savin
gs through percentage decreases (initial freight rates 65% discount, ending with
an average of 80% discount).
Created and implemented procedures to ensure packaging met with customs requirem
ents. This project saved the company $150,000 in the first year alone.
General Assistant Midlakes Abbey Carpet ( 1998-1999)
Handled fulfillment of all customer transactions for the new online business mod
el (www.efloorcovering.com) which ultimately became iFLOOR.com.
Responsible for administration and control of financial transactions.
Learned all products and created procedures in a rapidly changing business envir
onment.
Assisted the brick and mortar store as necessary with driver logistics, and pick
up requests from the sales experts.
Achieved a Yahoo! Stores top 5% rating with customers.

EDUCATION
EASTERN WASHINGTON UNIVERSITY
Six Sigma Black Belt certification - Current
UNIVERSITY OF IDAHO, Moscow, ID
Computer Science some college

References furnished upon request.