Supervised, trained & motivated mixed teams of outsourced and Proozy.com agents - Monitored and set weekly performance goalsbased on KPI reports generated - Examined & analyzed Cstat and social review sites to improve agent performance and overall service -Continuously refined customer service processes - Kept team updated on current promotions, product knowledge and policies - Restructured gift card program and increased sales by 13% - Fostered a team environment by creating a positive work culture and by encouragingagent engagement in weekly meetings -

Launched the customer service department at the Eagan terminal -Analyzed current workflow and staffing needs - Created processes where there were none - Conducted regular quality assessments and used data to identify areas of improvement - Provided feedback and coaching - Created schedules to ensure adequate coverage -