• Lead and managed a team of (10 to 16) customer support specialists.• Responsible for interviewing new candidates to the team. • Interviewed, trained and mentored new employees: internal software, data processing and manufacturing processes• Responsible to implement standard training to all team members: internal software training, data processing, manufacturing processes and SOP’s.• Developed and improved team performance by work load analysis, set measurable goals and develop action plans.• Generated monthly reports summarizing department KPI’S (orders entered per representative , qty. of complains reported per individual, 48h order entry numbers, monthly trainings).• Developed annual goals for the customer support team in alignment with the company “One Page Plan”..• Updated and established training materials in collaboration with the customer service team.• Implemented department cross training.• Improve order processing efficiency • Resolved escalated customer service cases.• Responsible for Customer Service ISO 9001 audits.• Selected to participate in the companywide culture improvement initiative.

• Process new accounts, orders, complaints and other queries by utilizing internal ERP and IQS systems.• Respond and prioritize inbound calls and emails.• Resolve product or service problems by clarifying the customers complaints.• Followed and helped to established communications procedures, guidelines and policies.• Engaged in learning about the product and engineering blue prints to ensure excellent support.

• Responsible for inputting trading data into the proprietary systems• Consistently picking up, checking and updating the trading cards • Updating position reports and other necessary information to traders• Maintain high level of efficiency and constantly looking to improve speed and accuracy.• Effectively work with a team members in fast pace environment• Identify, troubleshoot and communicate errors