Overseeing and providing support to the call center by carrying out supervisory responsibilities for Customer Service Representatives, Sales Representatives, and the Digital Chat Team. Managed the workflow of my teams by assisting and assigning tasks, supporting staff, and monitoring results. Established and used existing processes and tools to monitor the teams and business’ performance and used those metrics to provide relevant feedback focused on improvement. Coached and developed Customer Service Representatives, Sales Representatives, and the Digital Chat Team in all areas of performance including metrics and behaviors. Audit phone, email, chat conversations, and other customer interactions by observing and measuring performance, techniques and application of guidelines and procedures.Evaluated quality, tracked results, and provided coaching to drive increased results. Provided feedback to the Sales and Customer Service Vice President including the owner of the company to improve inefficiencies, increase production and customer satisfaction. Completed performance reviews, monthly coaching development plans, and assisted with the interviewing process for newly hired Customer Service Representatives and Sales Representatives. Trained Customer Service, Sales Representatives, and Digital Chat Representatives to understand policies, procedures, and products. Communicated policy and procedure updates through various team meetings and one-on-one sessions. Worked with peer supervisors concerning rewarding and coaching employees. Documented coaching and development sessions. Handled escalated issues that included customer and supplier issues and resolving problems. Provided weekly function support for customer interactions.