Simpsonville, South Carolina, United States
Experienced in leading frontline support teams, resolving escalated customer issues, and collaborating cross-functionally to streamline internal processes and enhance service delivery. Strong background in CRM and enterprise systems including Salesforce, JD Edwards (AS400), and Microsoft Office, using data and process insight to improve response times, reduce errors, and support scalable operations. Recognized for balancing technical problem-solving with people-focused leadership—building high-performing teams while ensuring a seamless experience for both internal and external customers.
The Bike OTC Trade Specialist coordinates and drives over-the-counter B2B sales and trade operations for the regional cycling division. This role acts as a primary liaison for retail accounts, processing commercial inventory orders, forecasting product demand, and offering technical product insights to ensure seamless product availability across retail storefronts
Lead and develop a team of customer service professionals, driving performance, accountability, and continuous improvement within a high-volume technical support environment. Design and implement training programs and standardized operating procedures to ensure consistent service delivery and operational efficiency. Oversee workflow management, reporting, and case tracking through Salesforce and JDE Edwards, using data to identify trends and improve processes. Partner cross-functionally to resolve complex technical issues and manage escalations, ensuring timely resolutions while enhancing the overall customer experience.
Served as a technical subject matter resource supporting dealers and consumers across diverse product lines. Managed digital service workflows and warranty processes with a focus on accuracy, efficiency, and customer satisfaction. Collaborated with internal departments to resolve product and service issues, contributing to improved response times and streamlined case handling processes. Played a key role in maintaining operational consistency within a fast-paced support environment.
Led assembly line operations for high-performance bicycles, ensuring production targets were met without compromising quality or safety standards. Supervised and coordinated a team of builders, optimizing workflow distribution and accountability across the line. Implemented process improvements that enhanced efficiency, reduced rework, and maintained strict quality control measures in a production-driven environment.
Directed daily service department operations, managing technician workflow, productivity, and quality assurance. Oversaw complex repairs and custom builds while serving as the primary decision-maker for customer escalations and service recommendations. Improved operational organization and service throughput by aligning team responsibilities with business demand, ensuring high service standards and customer retention.
Managed backroom logistics, inventory control, and freight coordination to support overall store operations. Oversaw inbound and outbound shipment processes, ensuring accurate documentation, timely processing, and organized inventory flow. Maintained and repaired products while supporting merchandising and operational efficiency initiatives. Played a key role in maintaining structured, process-driven backroom operations that supported sales and service performance.