I am very proud that our team was named the winner of the Gold Stevie Award for Customer Service Department of the Year for 3 consecutive years in the American Business Awards. The American Business Awards are the nation’s premier business awards program. More than 4,000 nominations from organizations in every industry were submitted for consideration in several categories. This award recognizes the work we achieved in the last year as well as our current initiatives to provide the best experience for our customers.

Effectively directed Contact Center Representatives and Team Leads across global e-commerce platform. Contributed to the bottom line by minimizing loss, improving efficiency, and expanding best practices. Contacts included calls, emails and chats.• Interviewed, hired and trained new quality customer service representatives using real-life scenarios.• Developed and implemented policies, procedures and process improvement initiatives to improve efficiency and increase customer satisfaction.• Successfully managed the activities of team members in multiple locations.• Reduced staff turnover by by implementing and improving several well-received team and morale-building programs.• Created and maintained all training manuals and documents for contact center team members.• Owned team productivity SLAs and KPIs.• Routinely prepared and evaluated CRM reports to identify areas for improvement.• Maintained all external review communications, including BBB, Bizrate and Yelp.• Managed social media programs, including company blog and social networking applications.

• Provided daily feedback and direction to the customer support team.• Responsible for quality assurance monitoring.• Resolved customer questions, issues and complaints.• Updated training manuals targeted at resolving all customer concerns.• Developed effective relationships with all call center agents through clear communication.• Helped coach agents on how to improve customer interactions.• Promoted to Customer Service Manager.

• Answered inbound calls in a contact center environment.• Addressed customer service inquiries in a timely and accurate fashion.• Maintained up-to-date records at all times.• Made follow up outbound calls with clients.• Worked with management to ensure appropriate changes were made to improve customer• satisfaction.• Ran reports and supplied data to fulfill customer report requirements.