Quality Assurance Manager/Customer Service Manager:• Implement and manage policies, business practices, and training materials to all departments for multiple organizational entities • Resolve all customer disputes issued to the Public Service Commission, FCC and/or Better Business Bureau• Execute all customer and company related escalations• Review and rate call interactions between employees and customers to ensure quality assurance standards and company protocols are being executed• Monitor weekly tests performed by support representatives to trend shortcomings with individuals and/or training as a whole• Evaluate scorecards provided by the Quality Assurance team to better determine areas of concern within the company • Analyze reporting to ensure standards and expectations are being met, including but not limited to: sales, call activity, product performance, and representative performance.• Liaison between headquarters and multiple third-party vendorsAccounts Payables:• Manage daily A/P processes and clerks• Handle vendor/supplier relations and oversee the timely, accurate processing of invoices• Research and resolve invoice discrepancies • Set up ACH/Wire transfer payments to vendors• Escalate issues from employees and vendors regarding accounts payable • Post transactions to journals, ledgers and other records Compliance and Regulatory:• Ensuring compliance for multiple companies across multiple states• Submitting required documents and/or filings to: Secretary of State, Department of Revenue, Federal Communications Commission (FCC), and Universal of Administrative Company (USAC)

• Oversaw all aspects of the top 50 direct sales agents reselling our prepaid home phone products• Trained sales agents in how to sell home phone products and prepaid pins• Trained and supervised agent support representatives within our call center to assist incoming calls from direct agents• Handled all escalated issues regarding service repairs, customer complaints, and agent complaints