• Mitigated risk for 3.1 MM cases of defective products while continuing operations without interruption.• Increased wholesaler satisfaction by 13% for Tier 2 support in 6 months through dashboard standardization, ticket closures, consistent training, and 1:1 rep coaching.• Identified & implemented $50,000 in annual cost savings through process improvement initiatives within our supply chain by collaborating with Accounting, Logistics, and brewery operations.• Revitalized SOPs, developed user stories, created requirements for development teams & improved workflows for logistics & quality assurance processes.

Led a team of 8 customer care specialists who responded to consumers with product quality concerns via phone, email, & chat achieving 93% customer satisfaction.Collaborated with our Legal, Comms, & QA teams to ensure potential social media threats and consumer escalations were properly resolved within SLA.Administered yearly performance evaluations, managed employee scheduling, & conducted new hire interviews. Executed successful brand recall of 1.9 MM cases of Stella Artois by partnering with internal & external clients.Delegated workflow processes to successfully launch Salesforce CRM database.

• Spearheaded a new blind taste testing program to increase product knowledge & team engagement.• Conducted new hire training for multiple software applications including Salesforce, JIRA, Confluence, SharePoint, WMS, VIP, SAP, AS400, & Microsoft Office.• Delivered weekly training for employees in the U.S., Canada, Mexico, & India.• Designed & implemented a web-based training module to elevate customer service skills for 600+ employees.• Increased adoption by 12% of new retail accounts on our mobile tech sales application.• Reported timely & accurate social media engagement metrics to our brand teams during the Super Bowl.• Partnered with our brand team, external developers, and internal stakeholders to successfully launch the Budweiser Red Light.

Delivered world class customer service via email, phone, and chat to consumers, wholesalers, retailers, employees, and suppliers for iconic global beverage brands including Budweiser & Bud Light. Mentored new hires during on the job training.