I create handmade gifts and household goods for my home-based business, Josie's Cottage.

 Managed day-to-day operations of global Customer Service team, reporting metrics and scheduling challenges to senior management. Developed and implemented Global Customer Service methods and procedures to create single Customer Service experience globally. Created, edited and distributed documentation for Global Customer Service teams. Provided mentorship to team members in the United States and Europe.  Remotely trained new hires via Microsoft Lync and VoIP. Managed daily case management workload by delegating cases to individual team members. Managed and closed customer escalations to successful resolution. Coordinated inbound phone queue scheduling based on phone system and CRM reporting. Follow up and review of Voice of the Customer Program survey results to ensure team is providing outstanding service to clients.

 Generate revenue by sourcing new opportunities through inbound lead follow-up and outbound calls and emails. Responsible for closing contracted and non-contracted renewals. Developed new client opportunities for referral to Field Sales by researching accounts, identifying key players and generating client interest. Closed new client opportunities and managed new and existing Educational accounts including Colleges, Universities and Public School Districts. Responded to inbound inquiries from existing and prospective clients. Made outbound calls to prospective and current clients and hosted web meetings via LiveMeeting and WebEx to demonstrate solutions to clients.