• Managed a team of Customer Service agents, overseeing their day-to-day activities and ensuring optimal performance levels.• Collaborated with the Customer Service Director to collect and enhance reporting on daily team statistics, customer contact metrics, and order reports, facilitating data-driven decision-making.• Conducted regular quarterly evaluations with agents, providing comprehensive feedback and coaching on performance improvement areas.• Spearheaded the implementation of a cross-training program aimed at equipping agents with skills across all channels, fostering a more agile and versatile team dynamic.• Led efforts to streamline reporting processes and enhance data accuracy, contributing to more informed strategic planning and resource allocation initiatives within the Customer Service team.

• Provided detailed, timely reports with daily team stats for the team and order reports to enhance interdepartmental communication and streamline processes.• Reviewed and updated the internal department Knowledge Base and FAQ, ensuring the team had accurate, up-to-date information for all products and procedures.• Coordinated with the warehouse and logistics team to provide supply chain updates to CS agents.• Collaborated with the IT team to quickly troubleshoot and solve CS agent technical issues during a transition to a permanently remote workforce.

• Handled time sensitive contacts for high-priority order changes and escalation calls and chats while leading a team of customer service reps to help enhance the customer experience.• Processed team scorecards to provide constructive criticism and training to improve quality of service.

• Provided swift & accurate answers to 100+ customers daily via email, live chat, and social platform contacts across seven brand channels.