Call Center Operations:- Salesforce CRM Implementation: Led the migration of call center CRM to Salesforce, improving efficiency and user experience- Web Chat Omni-Channel Project: Managed the implementation of a web chat solution within Salesforce, including pilot testing, post-project analysis, and the development of job aids and guides- Remote Workforce Transition: Directed the relocation of 100+ employees to a remote work environment, managing the site closure and new work-from-home processes- Omni-Channel Integration: Collaborated with leadership to integrate SMS Text chat into existing systems using NICE InContact within Salesforce- Payroll & Bonus Reports: Assisted sales department with weekly bonus compensation reporting- Employee Engagement: Developed initiatives, including a department-wide newsletter to boost morale and highlight achievementsProcess Improvement & Documentation:- SOP & SLA Development: Created 100+ SOPs and SLAs to enhance operational efficiency, set expectations, and support high-quality service delivery- Performance Monitoring: Developed tools to track performance, attendance, and training progress, including coaching forms and a skills matrix- Audit Process Creation: Managed teams to implement auditing processes for quality assessments, client welcome calls, IVR routing, and re-engagement, improving retention and satisfaction- Executive Presentations: Designed and delivered presentations to communicate project updates and business proposals- Ticketing System Optimization: Streamlined Freshdesk processes to improve workflow and response timesTools & Technical Proficiency:- Google Workspace: Expert in G Suite tools for project management and communication- Industry Platforms: Proficient in ClearCare, IEX, NICE, Coupa, Freshdesk, and Salesforce for CRM and call center operations- Cross-Department Collaboration: Used Slack and Miro to facilitate communication and build project trackers across departments

- Monitored mandatory training for 2,000+ employees, ensuring 100% departmental compliance- Managed and submitted 50+ employee timesheets weekly for accurate payroll processing- Created presentations, reports, and executive memos using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)- Streamlined operational efficiency by developing and maintaining organized filing systems- Provided comprehensive administrative support to VP offices, coordinating catering, itineraries, and corporate meetings- Oversaw travel arrangements, expense reporting, and logistics for executives- Created and designed Quarterly engagement newsletter for 2000+ employees to highlight new and upcoming initiatives, provide metric and reporting updates, and celebrate employee engagement.

- Delivered exceptional customer service by responding to inquiries, complaints, and technical issues, consistently exceeding performance benchmarks for speed, accuracy, and volume- Provided peer coaching on effective de-escalation techniques, fostering a collaborative team environment

- Managed five daily routes, sorting and sequencing letters and packages to ensure timely and accurate delivery- Streamlined work processes and mentored new team members, improving operational efficiency- Developed strong customer relationships by providing reliable and professional service

- Processed high volumes of mail in a fast-paced environment, consistently typing 90+ words per minute- Exceeded operational standards by consistently meeting or surpassing productivity goals

- Identified and capitalized on recurring business opportunities, maintaining optimal inventory levels to meet organizational demands- Established and nurtured vendor relationships, negotiating favorable contracts for materials and supplies

- Managed the receiving department, processing 300+ packages weekly while ensuring accuracy and efficiency- Reviewed and reconciled vendor invoices and expense reports, resolving discrepancies and maintaining accurate financial records