Résumé

Manager, Member Services

Dallas, TX - Mar 2020 to Present

• Overseeing and managing the Member Support Team of 3 employees that provide level 2 support and handle escalated cases from our members.

• Responsible for the relationship with a third party Call Center with 30-40 agents that support Fuel Rewards program by handling all inbound calls and emails.

• Creating the documentation of all processes and training materials for the team and the call center.

• Keeping track of productivity for both teams and ensuring that the service is within the SLA.

• Forecasting the Call Center volume for accurate billing.

• Tracking productivity, providing coaching and performance feedback to the teams.

• Liaising with Account Management, Marketing, Business Engineering and Technical Teams. Providing support to my teams by addressing issues and keeping them up-to-date on new programs, promotions and CRM campaigns.

Sales Operations Manager

Dallas, TX - Jul 2018 to Mar 2020

• Responsible for PDI performance reporting to Shell based on our SLA (Service Level Agreement).

• Provided high level technical updates on system maintenance and product deployments to Shell business teams.

• Oversaw the progress and ensured the proper data setup for Shell and Epsilon regression testing.

• Facilitated research of technical issues and initiated resolution projects at Shell, Epsilon, and PDI.

• Provided subject matter expertise to internal teams on FR program, redemption, offer, and other system configurations.

• Responsible for all repeat and new partner loyalty card orders.

Jr. Account Manager

Dallas, TX - May 2017 to Jul 2018

• Created and analyzed loyalty redemption coverage reports for Shell, The Home Depot, Dunkin, Hy-Vee, Homeland and other grocers.

• Managed Shell site setup data from the loyalty issuance and redemption perspective.

• Created new processes and fine-tuning existing ones for efficiency and issue prevention.

• Documented processes and reference files, created over 100 of such documents to be used by Shell support team.

• Subject matter expert on Salesforce integration to automate daily manual account processes.

• Supported Sales and Business Engineering by creating redemption network and other data analyses for prospective and current clients.

Account Manager - National and Canada

Dallas, TX - Sep 2015 to Mar 2017

• Collaborated with Project Managers and Developers as an SME on accounting, reporting, and funding sections of the software.

• Worked within UAT environment to test and facilitate resolution of issues during the launch of the new proprietary software.

• Responsible for the remote site management of 180 partners, including 15 national and Canadian partners.

• Reported to the VP on the partner portfolio performance.

• Provided leadership to a team of 25 Funding Specialists.

• Assessed financial risks and made decisions on the loan and advance payments to partners.

• Routinely developed analytical reports, forecasted partners' debt, account attrition, and made recommendations to VP's and the CFO.

• Daily made director level decisions and approved rule variances using creative solutions to complex business situations.

• Investigated fraud, terminated partner agreements, instigated penalties and was responsible for delivering the difficult news to the partners.

• Focused on KPI's and the company's main goal of reducing attrition, led my partners' to improve YOY performance by increasing the average credit scores on accounts by 3% in less than a year, when it was steadily declining at the same rate in the prior years.

Funding and Dealer Care Specialist

Dallas, TX - Jan 2014 to Sep 2015

• On a daily basis performed due diligence and underwriting of contracts. Was responsible for asset purchases for up to $600,000/day.

• Improved ROI through labor cost savings by cutting due diligence time from 6 days to 1 without compromising the quality of purchased assets.

• Took part in a competitor acquisition project. Personally integrated over 60 new partners and served as the program integration SME.

• Trained Funding Specialists and our partners on the new asset management software.

Customer Relations Executive

Cambridge, UK - Oct 2012 to Oct 2013

• In a fast paced environment, handled on average 60 Russian speaking customers and overseas hotel reps, simultaneously took notes of the conversation in English and sent emails in both languages.

Reservations and Reception Associate

Luton, UK - Dec 2010 to Aug 2012

• Managed the front desk, took charge of functionality of the entire 44 room hotel at the time of the shift.

• Ensured accurate inventory control and online room allocations on 5 different online booking platforms.

• Performed rooms sales and maintained overall daily occupancy over 98%.

• In a team of 6 have led the hotel to the number one in sales out of all the Choice Hotels in the UK in 2011-2012.

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