As a Customer Service Manager, I drive KPIs such as: CSAT, NPS, FCR, and other various performance metrics inside some of Wayfair's more technical categories. I provide biweekly/monthly performance metric reporting to major stakeholders in these categories, and help identify any outlying issues that are affecting the overall customer experience. My Typical team sizes range from 15 to 20 , each with their own specific coachings plans that revolve around achievable, clear, measurable performance goals.Over the course of the last few years, I have focused my efforts on building a service culture that is based on hard work, integrity, accountability, a sense of urgency, and fun. These efforts have helped me lead numerous successful projects, work cross functionality to share sound customer insights which led to a high level department strategy changes still in place today.