At Igloo Products, I lead customer service operations and guided the transfer of Dometic customer accounts during a corporate merger. I direct omnichannel customer communication platforms and oversee OS&D claims to maintain service continuity.
I manage and audit manual order processing with a 95% accuracy rate despite reduced staffing, while developing customer service personnel around procedures, service standards, and performance objectives.
Previously, I led a team supporting more than $8M in monthly sales, resolving complex customer issues and partnering with cross-functional teams to balance customer advocacy with business objectives.
I began at Igloo managing order processing and fulfillment for 19 global companies, collaborating with distribution and logistics teams to help achieve a 99.2% on-time shipment rate. I’m building on this operations background through a Supply Chain & Operations Management degree at Western Governors University.
