Customer Success Operations Manager - OFFICE LIBATIONS - Remote
(2026-05)
- Operational Leadership & Team Development: Direct operations and spearhead the training and development of an 8-member staff, fostering a high-performance culture focused on operational efficiency and customer success.
- Cross-Functional Alignment: Partners with sales, product, and finance to streamline the customer journey and surface operational gaps.
- Customer Success Strategy: Oversee end-to-end customer success functions, aligning cross-functional workflows and implementing targeted strategies to enhance client retention and overall service delivery.
- Process Optimization & Analytics: Analyze client data and operational metrics to identify friction points, streamlining internal processes to improve efficiency and elevate customer satisfaction.
Online Customer Solutions Supervisor - THE HOME DEPOT - Remote
(2021-11 - 2026-01)
- Operational Leadership: Directs a team of 15 associates in a high-volume enterprise environment, optimizing the end-to-end customer journey through rigorous performance tracking.
- Data-Driven Excellence: Established a culture of accountability using LTSA, CES, and ASAT metrics to consistently exceed enterprise service level agreements (SLAs).
- Process Optimization: Implemented real-time workforce adjustments to minimize customer friction, resulting in measurable improvements to First-Call Resolution (FCR) rates.
Corporate Event Manager / Incentives Project Manager - ROLLINS INC. - Atlanta, GA
(2016-03 - 2021-04)
- Fiscal Oversight: Managed a $2.4M budget for the President's Club, ensuring high-touch execution and premium service for elite corporate stakeholders.
- Elite Recognition: Executed an annual awards ceremony honoring the top 3% of sales, services, and leadership talent across 9 distinct brands, driving a culture of excellence and high performance.
- Strategic Sourcing: Negotiated complex multi-year vendor contracts, securing significant cost savings while enhancing service delivery outcomes.
- Employee Advocacy: Chairperson of thePositively Rollins committee, spearheading initiatives that boosted internal NPS (Net Promoter Score) and employee retention.
- Cross-Functional Alignment: Partnered with Marketing and CX teams to synchronize large-scale event goals with broader brand strategy.
Call Center Inbound Sales Supervisor - ORKIN PEST CONTROL - Atlanta, GA
(2012-04 - 2016-03)
- Revenue Generation: Led a high-performing sales division generating an average of $27M in annual revenue.
- Conversion Optimization: Increased sales closure rates by 11% by designing and deploying a streamlined, customer-centric call flow process.
- Quality Assurance: Mentored and coached a team of 25 agents to ensure strict adherence to high-compliance service standards and KPIs.
Assistant Sales Manager - AT&T MOBILITY - Atlanta, GA
(2010-07 - 2012-03)
- Performance Metrics: Exceeded year-to-date sales quotas by 17% while maintaining a 93% Customer Experience score.
District Manager - RADIOSHACK - Atlanta, GA
(2006-05 - 2010-06)
- Multi-Unit Operational Excellence: Directed full P&L, payroll, and operational oversight for a territory of 10+ retail locations, ensuring consistent brand standards and operational efficiency.
- Strategic Market Growth: Spearheaded regional sales initiatives and inventory management strategies that prioritized customer retention and drove measurable market growth across the district.
- Talent Development & Leadership: Recruited, trained, and mentored a high-performing team of Store Managers, fostering a culture of accountability and professional development similar to your later leadership of 25+ reports.
- Customer Experience Management: Standardized service protocols across all units to improve customer satisfaction metrics, serving as the final point of escalation for complex client management issues.
- Financial Stewardship: Analyzed regional data to optimize budget allocations and reduce operational overhead, maintaining strict fiscal discipline across all 10+ locations.
