*Supervise and manage a team of 20+ technicians, ensuring high-quality cleaning services and client satisfaction.*Oversee daily operations, including scheduling, monitoring attendance, and resolving any staffing issues.*Review and approve timesheets, ensuring accurate clock-in and clock-out records.*Develop and implement team performance goals to enhance productivity and maintain company standards.*Provide feedback to technicians and conduct regular performance evaluations to ensure accountability and growth.*Collaborate with the Assistant Manager to schedule meetings, disseminate updates, and address technician concerns.*Prepare and present reports and updates to upper management on team performance, operational challenges, and process improvements.*Ensure compliance with company policies, safety regulations, and customer service standards.*Handle escalated customer complaints and implement solutions to improve service quality.

QUALITY COACH*Generating comprehensive reports highlighting top recurring defects from both the preceding and ongoing days.*Providing targeted coaching sessions for associates exhibiting repeated quality issues and conducting random audits to ensure adherence to standards.*Active participation in meetings focused on Key Performance Indicators (KPIs), analyzing the root causes behind prevalent defects, and devising strategies for improvement.*Collaborated closely with teams to implement corrective measures based on defect analysis, fostering a culture of continuous improvement.*Maintained meticulous documentation of coaching sessions and audits, facilitating comprehensive analysis and tracking of progress over time.FULFILLMENT CENTER AMBASSADOR*Training Delivery: Conduct informative training sessions for new hires and existing employees.*Hands-On Instruction: Provide practical, hands-on training in areas such as order picking, packing, shipping, and equipment operation, instilling a focus on safety and efficiency.*Technology Proficiency: Assist employees in becoming proficient with the use of tools and software specific to the fulfillment center.TRANSPORTATION SPEC.*Deliver exceptional carrier and driver solutions within a contact center environment, utilizing research, problem-solving, and expectation management. Collaborate effectively within the Amazon Transportation network to swiftly address disruptions and ensure trailers/trucks remain on track.*Leverage internal systems to compile data from diverse sources, facilitating daily, weekly, monthly, and quarterly reporting (AAP, Reach, Decisiv). Extend invaluable assistance to field teams and partners by generating repair requests, overseeing repairs, ensuring timely preventive maintenance, and maintaining comprehensive unit histories, including details like washes, warranties, and registrations.*Contribute to the development of standard work procedures for both internal teams and field operations.

*Sourcing and Outreach: Actively source, engage, and attract qualified candidates through various channels, including job boards, social media, and professional networks.*Candidate Screening: Review resumes, conduct initial phone screenings, and assess candidates' qualifications and cultural fit for the organization.*Interviewing: Conduct in-depth interviews with candidates, assessing their skills, experience, and motivations. Collaborate with hiring managers to ensure a cohesive interview process.*Selection and Assessment: Facilitate assessment tests, skills evaluations, and reference checks as needed to make informed hiring decisions.*Onboarding: Work closely with HR and hiring managers to ensure a smooth onboarding process for new hires, including the completion of all necessary documentation.*Recruitment Strategy: Develop and execute recruitment strategies to attract diverse talent and maintain a pipeline of qualified candidates for current and future hiring needs.*Data Management: Keep accurate and up-to-date records of all candidate interactions and maintain an organized database of potential hires.

*Directed and supervised a team of 24 customer service representatives, ensuring adherence to company protocols and service level agreements.*Orchestrated shift schedules, optimizing staffing levels to meet fluctuating call volumes while maintaining operational efficiency.*Implemented targeted coaching and training programs to enhance team performance, resulting in a increase in customer satisfaction scores.*Acted as a point of contact for escalated customer inquiries, swiftly resolving issues and maintaining high-quality service standards.*Collaborated with management to develop and implement strategies for workflow enhancement. *Regularly reported on key performance indicators (KPIs), providing actionable insights for continuous improvement initiatives.*Conducted regular performance evaluations, offering constructive feedback and guidance to drive individual and team development.

*Provide outstanding customer service and technical support both remotely and on-site.*Efficiently handle service requests with professionalism.*Assist and potentially lead various projects, utilizing your technical expertise.*Clearly and concisely communicate technical issues to non-technical customers.*Collaborate effectively within the support team, ensuring seamless service delivery.*Stay up-to-date with industry best practices and emerging technologies.

*Conducted continuous monitoring of call queues and carefully reviewed recorded customer interactions to assess quality assurance.*Evaluated calls against established Call Satisfaction criteria, analyzing various aspects of communication, adherence to protocols, and customer experience.*Administered monthly performance evaluations, providing each employee with feedback and ratings based on a set of quality standards.*Ensured that each employee received a minimum of three rated calls per month, maintaining a commitment to consistency and fairness.

INBOUND SALES*Utilized strong communication skills to engage with customers, answer inquiries, and guide them through the booking process.*Collaborated with a diverse client base, tailoring sales approaches to individual customer preferences and needs.*Met and exceeded monthly sales targets, consistently contributing to the agency's growth and profitability.COLLECTIONS*Managed collections activities, ensuring timely and accurate payment processing for reservations and outstanding balances.*Maintained open communication with clients, addressing billing inquiries, resolving discrepancies, and negotiating payment arrangements.*Implemented a structured collections process, tracking overdue accounts, and proactively following up to secure outstanding payments.

Assisted Supervisor with enforcing policy, attendance and safety protocols. Also created new ways to increase productivity on the floor.

Supervised teams that consisted of 10-20 employees working actively with forklifts to unload a trailer and stack merchandise.

Assisted security guards with logging info, routine checks, important personal clearance and equipment, shipment and site inspections.

Assisted customers in man/woman shoe dept. Aswell as inventory duties and stock work. Quarterly would also assist in marketing and displaying the merchandise on sale. *Certified Shoesales