- Learn, introduce & implement project management system (Monday.com) for internal projects. Establish structure & visibility, resulting in improved project tracking, team efficiency & better management of deadlines & workloads - Implement a streamlined client lifecycle workflow, enhancing efficiencies & ensuring consistency from prospecting to onboarding & offboarding, ultimately improving the client experience - Create social media metrics tracker to monitor Modern Moxie’s monthly social performance, enabling data-driven recommendations for optimizing targeted channels & improving engagement - Support a range of operational functions to drive business objectives, fostering organization to ensure efficiency & success

STRATEGIC CUSTOMER SOLUTIONS MANAGER Aug 2014 - Jul 2016 · 2 yrs - Create & implement a quality assurance system and goal plan to create training & accountability for the HON Design team - Conduct in-depth data analysis to understand current service offering, propose future state strategy, & recommend implementation plan to Executive leadership - Provide consistent direction & support as manager of the Design Supervisor and second-level manager to 6 Designers - Integrate multiple lean concepts within the Customer Solutions department while managing improvement events & projects - Conduct live, in-depth Customer Solutions training for 40 of HON’s top business partners CUSTOMER SOLUTIONS MANAGER Sep 2012 - Aug 2014 · 2 yrs - Co-managed a team of 40 front-line Business Relations Specialists (BRS) responsible for handling 1,200 calls & emails daily - Motivated BRS team to meet personal & department goals, including surpassing the 90% quality monitoring goal & answering calls within :60 seconds - Led the strategic initiative of aligning Customer Solutions with Sales regions to provide breakthrough dealer support - Collaborated with a cross-functional team to develop and implement a New Dealer Onboarding training program designed to strengthen relationships with new HON dealers BUSINESS RELATIONS SPECIALIST Jan 2012 to Sep 2012 · 9 mos - Efficiently handled inquiries through collaborating across all departments & understanding the key processes of HON - Averaged 70+ contacts/day & provided necessary follow-up to achieve “first call resolution” & reduce subsequent emails & phone calls - Consistently ranked in the top 10 of the employee matrix, rated on quality & quantity of contacts/day

BRANCH RENTAL MANAGER Oct 2010 - Jan 2012 · 1 yr 4 mos Quad Cities IA & IL Region - Managed daily operations of the largest Quad City branch. Key performance areas: profitability, employee training/development, marketing & customer service - Increased branch performance from a 14% monthly loss to a 12% monthly profit - Grew branch's car fleet by 20% through targeted marketing efforts - Drove a 29% quarterly increase in branch’s customer service score & twice awarded the top branch customer service award in the four state region ASSISTANT BRANCH MANAGER Mar 2010 to Oct 2010 · 8 mos - Supported the Branch Manager in daily operations to exceed goals in 4 key performance areas - Developed & trained 3 members to qualify for the Management Qualification Interview MANAGEMENT TRAINEE Apr 2009 - Mar 2010 · 1 yr - Completed 8 month management training program - Qualified for & passed Management Qualification Interview to apply for promotion

- Assisted & supported Client Manager in day-to-day client projects to track progress - Created weekly internal status reports that established project timelines, tracked current status & proposed future steps to complete on-time, within budget - Managed the designing, proofing & submission of retail advertisements for a national retailer