• Builds relationships with guests and crew members employing strong interpersonal communication to provide excellent service through engagement.• Assists with Onboarding all new employees.• Introduced programs yielding increased profits of 20% over 3 years, also resulting in the revenue of 2021 and 2022 surpassing the respective annual sales goals.• Created, organized, and implemented an internal operations audit leading to greater accuracy in reporting and integrity in performance of daily activities.

• Fielded inbound calls from customers with concerns regarding existing or lapsed accounts, employing conflict resolution to address those concerns and finding opportunity to engage closing skills to extend or renew contracts.• Exceeded departmental metric expectations. • Maintained discretion and confidentiality from initial contact and throughout all customer interactions.• Helped customers navigate their accounts through proprietary mobile applications and various websites to fuel their understanding and empower them to use the products self-sufficiently.• Tracked call topics and outcomes to diagnose possible ongoing hardware equipment and software application complications.• Trained new hires on all facets of daily operations, including systems proficiency and data analysis.