Overseeing the Support Service team which includes Customer Service Representatives, Support Services Representatives, Quality Assurance Specialists, Team Leads, Certification Verification Specialists and Supervisors to ensure a positive customer experience with ReturnPro as a company and their sub-brands.- Resolve customer complaints and recommend and implement new processes and procedures.- Monitor Support Service phone calls, chat messages, and emails for quality assurance purposes.- Thorough understanding of eCommerce processes from conversion to fulfillment to customer service.- Collaborate with cross-functional departments to better understand and implement positive customer experiences and touchpoints.- Generate reports and identify trends from raw data sets using Zendesk CRM data and customer feedback.- Mentoring staff to manage difficult, escalated customer service issues.- Collect, generate, and report service statistics weekly using data to create a team member profile to assist in recognition, coaching, and goal setting.- Establish key KPI, develop customer support training materials and coaching structure to track and improve performance.- Manage departmental budget and expenses, from staffing allocation/overtime expense to software and other departmental resources.- Customer Journey Mapping - Reducing Customer/Teammate pain points and streamlining Customer service experience.- Contract Negotiations- Negotiate pricing on software and related partnerships.

Managed customer service staff and after-service role; ensuring customer satisfaction from consumer online purchasing experience to authorized repairs.- Development of the Customer Service department from the ground up. Established goals, policies, andprocedures to support departmental success.- Implemented new Helpdesk (Gorgias) and phone system (Aircall) to improve agent efficiency, agentresponse times to customers, and the overall customer service experience.- Expanded CRM implementation to EU Customer Service, After service and Order parts teams.

Managed 75+ authorized repair centers (ARC's) and addressed the following needs:- Fulfilled repair center and consumer parts request internationally and domestically.- Managed parts inventory in all warehouse centers to ensure parts are available for repair.- Analyzed and authorized international and domestic warranty repair claim requests.- Created an evaluation process for ARC’s to improve overall communication with all parties involved(ARC’s, Consumer and Company).- Addressed consumer complaints with ARC’s and provided viable options and solutions to resolve issues.- Improved warranty claim processing times from 3-5 months to 2-4 weeks.- Developed self-repair process and hosted videos.

At my time with GEICO I spearheaded full spectrum customer service function and provided strategic leadership to a 200-member team of associates to drive repeat business and revenue growth. I oversaw all aspects of staff training and coaching initiatives from performance gap evaluation to detailed training plan development and implementation.It is worth mentioning that, I prepared attendance sheets, managed workforce’s phone requirements, and ensure compliance with company policies and procedures.The following are highlights of my contributions to GEICO;☛ Increased productivity by conducting detailed trend and root cause analysis to identify performance gaps and inspiring the team to deliver performance excellence.☛ Enhanced floor-wide performance by 11% within four months by increasing staff awareness through emails, contests, and other engaging means of communications.☛ Improved roadside, rental, and mechanical breakdown coverage inclusion on vehicle related call types by strategically managing the floor of 350+ associates.

Throughout my career as a Sales Supervisor / MDP with GEICO, I managed insurance policy sales campaigns within a call center environment with 10+ direct reports. I applied best practices daily to achieve total member satisfaction, telephone statistical, and corporate leadership goals.Additionally, I held concurrent responsibility for assigning tasks, motivating and disciplining employees, and assessing performance.The following are highlights of my contributions to GEICO;☛ Decreased post-sales policy errors by 6% within 5 months by targeting the top six errors and closely monitoring all the floor activities.☛ Orchestrated comprehensive coaching programs for employees’ training needs assessment, behavior analysis, and capacity evaluation.