• Managed and supervised a team of 20 personnel during the day to day operations as well as training exercises.• Successfully distributed work evenly among teams to achieve maximum time management (85% productive time target achieved) and to ensure the on time delivery for 24 projects (5000 documents/day with 99.8% quality and 100% on time delivery rate).• Generated daily, weekly, monthly and quarterly reports regarding agent performance metrics and customer retention rates.• Determined the duties and responsibilities of the individuals in the team, analyzed the individual performance of each team member and motivated them to perform even better. Managed to promote 6 people from junior to specialist and 4 from specialist to senior in 1 year. 6 FTEs were included in the incentive plan for achieving the 140% productivity target. • Worked to create an environment of service excellence for internal and external customers. • Creatively solved customer issues and provided resolutions to achieve the highest level of customer satisfaction.• Assisted the manager with the daily operations to include the development, analyses, and implementation of staffing, training, incentive plans, scheduling and reward/recognition programs. • Providing employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.• Collaborating with the site director, implementation team, customer care and HR regarding personnel decisions, including hiring, corrective action and termination.• Providing training and mentoring for team coaches and team supervisors when applicable.

• Acted on or facilitate problem resolution and set action plans with appraisers building and maintaining strong ongoing customer/client relationships by providing a high level of support, problem resolution, communication and assisting in studies to determine customer needs and customer leads.• Prepared monthly reports on customer satisfaction (scores 90 - 98% consistently).• Helped resolve a recurring service complaint by analyzing reports and identifying a major process bottleneck, which led to a 70% reduction in tickets for this specific issue.• Answered product and service questions and offered information on related products and services. Boosted new customer NPS scores by 8%.• Documented, maintained records and files on a daily basis using logs, email queues and various systems both in-house and customer base.• Creating new customers and maintain profiles in customer relationship management (CRM- Salesforce) as information is provided.• Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.• Attended daily huddles with leadership to discuss previous day's performance and ways to improve performance moving forward. Providing feedback to management concerning possible problems or areas of improvement.• Demonstrated high-level communication skills by expressing thoughts and information clearly using correct grammar.

- Graphic Design- Print ready layout formatting (books, magazines, flyers, etc.)- Book cover editing- Picture and video editing - Manageing and creating social media posts

• Promoted to the dispute team which entailed researching the customer price that was being disputed and verified the correct price.• Served as the main point of contact between customers and the company regarding the billing discrepancies or any other problems or issues and proceed to report certain issues to management.• Displayed superior knowledge of products, services, terminology, procedures, and systems related to this area.• Part of the mentoring team assigned to assisting, advising and supporting peer training, shared duties and system testing.• Responsible for ensuring that customer inquiries are resolved at the first point of contact unless specialist knowledge or further investigation is required.• Followed-up with customers until issues are resolved, ensuring quality customer service for internal and external customers.• Created monthly reports regarding disputes, resolutions and timeframe for response. Attended meetings to discuss effective strategies to become more efficient.

• Responsible for handling 20-40 inbound and outbound calls, with the ability to determine needs and provide one-call resolution. • Investigating and resolving customer inquiries and concerns in a timely manner.• Built up procedures for the Middle East market - created a customer service guideline meant to reduce customer returns and complains. • Worked in parallel on 2 processes and acted as back up for European customer service processes.• Worked with other internal team members regarding next steps and following escalation protocol.• Gathered appropriate data/information and performed an initial investigation to determine the scope and depth of question/issue.• Tester for the end to end process flow in SAP SD, tracked and found solutions to issues. Created work flows for processes in Visio.