•Provides critical and servant leadership to ensure proper communication and workflow among the Digital and Specialty Contact Center Support Team.•Coaches and develops agents in all areas of performance including data entry accuracy, productivity, phone, schedule adherence and attendance.•Facilitates training of new hires as well as provides ongoing training and/or materials to existing agents on skill building and performance•Disseminates company goals and direction as announced.•Manages resources to meet or exceed customer and/or business expectations including but not limited to staffing and workload allocation.•Assists in tactical and strategic business planning.•Works with internal business partners to ensure business objectives are met or exceeded.

• Acted as the sole, primary point of contact for a complex sales process that requires specialized support. • Worked with the stakeholder clients that rely on the sales process, to help achieve program goals; continuously monitors and improves the process in regards to reducing cycle time, reducing resources, reducing errors/defects/rework, improving customer satisfaction, and improving process consistency and reliability. • Integrated information from multiple sources in order to anticipate issues, develop solutions and resolve problems. • Audited the process for adherence, compliance, accuracy, etc. • Researched, troubleshoot, and adjust or fix process issues for management and clients. • Ensured process updates and changes to related policies, methods and procedures, etc. were communicated, implemented, and followed across the organization. Trained leaders & partners on procedures. • Designed, established, and implemented new processes. • Organized the work, including schedule, work flow, etc. for those performing transactions & production. • At times (50% or less of the time overall), helped take calls, process transactions, supports the process workload, monitor dialer/call queue volume. • Backed-up production team members.

• Provided Internal Team Support, including coaching peers on escalated calls, monitor the queue for auxiliary requests, lead huddles and various ad hoc projects• Subject Matter Expert in ICOMS, training and support, product knowledge and local/department policies• Handled a high volume of continuous live calls and/or instant messages from Sales and Retention agents needing assistance regarding campaign/offer usage, sales policies, ICOMS procedures, account issues, etc. • Handled live assistance calls from agents where customer has requested a supervisor escalation; talks directly to customer to resolve issue • Performed in-depth follow-ups to resolve agent or customer issue, which may include research, conversations with other departments, submitting a ticket, etc. • Monitored and coach employees to ensure quality guidelines are followed • Trained new sales employees specifically on sales methods, procedures, guidelines, and departmental policies• Provided input and validation regarding proposed changes, initiatives, etc. related to Marketing, Pricing, Impact Management, Mainpage, ICOMS, sales policies & procedures, etc. • Process expense reports, order supplies and prepares meeting minutes• Scheduled meeting and conference rooms as needed• Exhibited the ability to interface with all levels of employees and maintain a high level of confidentiality

• Assisted employees with any questions and needs related to their position• Monitored and coached employees to ensure quality guidelines are followed • Trained new sales employees specifically on sales methods, procedures, guidelines, and departmental policies• Resolved escalated issues with internal and external employees • Provided administrative support by managing and prioritizing calendar, email and daily workflow with minimal supervision• Processed expense reports, order supplies and prepares meeting minutes• Planned and implemented departmental and call center contests and incentives • Scheduled meeting and conference rooms as needed• Assisted in planning and coordinating annual department holiday party, including venue reservation, catering arrangements and detailed communications• Interviewed and make recommendations to management on hiring decisions • Handleed employee relations and confidential employee issues • Maintained detailed daily, weekly and monthly call center statistical reports• Oversaw call center sales and support teams of 150+ representatives• Exhibited the ability to interface with all levels of employees and maintain a high level of confidentiality

• Assisted employees with any questions and needs related to their position• Monitored and coached employees to ensure quality guidelines are followed • Trained new sales employees specifically on sales methods, procedures, guidelines, and departmental policies• Resolved escalated issues with internal and external employees • Provided administrative support by managing and prioritizing calendar, email and daily workflow with minimal supervision• Processed expense reports, order supplies and prepares meeting minutes• Planned and implemented departmental and call center contests and incentives • Scheduled meeting and conference rooms as needed• Assisted in planning and coordinating annual department holiday party, including venue reservation, catering arrangements and detailed communications• Interviewed and make recommendations to management on hiring decisions • Handled employee relations and confidential employee issues • Maintained detailed daily, weekly and monthly call center statistical reports• Oversaw call center sales and support teams of 150+ representatives• Exhibited the ability to interface with all levels of employees and maintain a high level of confidentiality

• Provided customers with technical assistance in video, internet and telephone products• Handled a high volume of inbound calls in fast paced call center• Participated in side by side monitoring sessions with new employees• Assisted Team Leaders and Mentors in taking escalated customer calls• Assisted peers and new employees with questions related to the position • Knowledgeable in products and services to ensure accurate support was given