Land O' Lakes, Florida, United States
Operations and communications professional with over 10 years of experience managing people and improving how businesses run behind the scenes. In every role, I take ownership of the systems, support the team, and build structure where it’s needed most. I manage call center platforms, lead outreach to over a million customers, build reporting tools from scratch, and support sales and marketing teams with the data and clarity they need to perform. I work hands-on with tools like HubSpot, Shopify, Aircall, and Excel, and I pay attention to the details others tend to miss. Outside of work, I’m a husband, dad of two, and motorsports fan. I follow the Lightning with my wife and take the family to Universal whenever we get the chance.
• Lead day-to-day operations across sales, marketing, customer service, and logistics for a nationwide supplement brand. • Manage CRM (HubSpot), ecommerce (Shopify), and call center platforms (Aircall) to improve sales efficiency and customer experience. • Design sales campaigns, outbound scripts, commission systems, and incentive programs for a 100% remote team. • Oversee outreach via SMS, email, direct mail, and phone—reaching a segmented database of over 1 million contacts. • Build performance dashboards and internal reports to track revenue, customer behavior, and team KPIs. • Lead recruitment, onboarding, training, and team performance management across departments.
• Played a central role in launching the company’s retail B2B sales division, securing 400+ independent health store accounts nationwide. • Developed a grassroots field strategy with in-store trainings, demos, and sampling events to build product awareness and relationships. • Identified key accounts in strategic regions and built up “brand champions” within partner locations. • Created sales outreach materials and supported campaigns with minimal marketing budget. • Oversaw reporting and internal transitions as the program was eventually absorbed into other departments.
• Co-managed a 10-person customer service team and oversaw onboarding, training, and performance reviews. • Handled escalated calls and customer retention issues requiring supervisor-level decisions. • Administered weekly reports on call stats, refund rates, and performance metrics. • Led coaching plans and disciplinary actions in alignment with policy and service standards. • Acted as liaison between agents and senior leadership during a period of rapid organizational change.
• Managed nightly store operations and acted as lead manager on duty across all departments. • Supervised 10–15 team members, handled customer issues, enforced policy, and maintained closing standards. • Responsible for end-of-day procedures including cash office reconciliation and Brinks deposits. • Participated in Hannaford’s Management Training Program to strengthen team leadership skills. • Responded to urgent situations and ensured the safety, security, and compliance of the entire store during evening shifts.
• Progressed from entry-level cashier to shift leader and eventually bookkeeper. • Balanced registers, ordered currency denominations, and prepared bank deposits for all tills. • Supervised front-end operations, managed scheduling, and resolved customer issues on shift. • Held accountability for high cash volumes—especially during holiday surges—and maintained accurate financial records. • Trained new team members and upheld Hannaford’s customer service and integrity standards.