Currently I supervise a team of about 12 call center representatives at level 1 and 5 at level 2, as well as 4 administrative assistants. I work to ensure that all representatives are working in a manner that complies with our level of service quality through quality monitoring and continuous training and coaching. I have created and implemented a tracking system for our records of escalated issues which has been successfully in breaking down customer complaints into various categories and allowing us to standardize the process for problem resolution. This has resulted in a more consistent movement in the process of resolving escalated customer orders, prevented corporate escalations, preventing high cost efforts of resolution, and ensured that the level of quality that each representative brings to the table is consistent with the level of quality that is expected by Williams Sonoma customers. I have also built a tracker for requests for returns and replacements that allows us to ensure that we follow orders through their completion with no loose ends, and allows us to process returns accurately. This process has resulted in high cost savings throughout the east coast and has allowed us to provide better service to customers with issues that lead to requests for replacements or returns.

Successfully managed orders for escalated customers and provided timely resolutions for issues surrounding in home deliveries. Categorized issues and provided feedback to the appropriate parties. Ensured that customers were provided with the best possible options to resolve issues with quality of units delivered- issues with delivery experiences, complains on wait times for back ordered items etc. Dispatched for one of our contractors, providing immediate resolution for on the road issues and escalated customers. Trained other associates on dispatching, and consistently built and maintained strong relationships with contractors and drivers- resulting in better communication across the board and higher levels of service during in home deliveries. Built and maintained strong business partner relationships with internal and external clients. Trained CSCI associates and lead.

Took inbound calls to schedule in home deliveries and answer customers questions. Consistently met or exceed daily productivity requirements. Trained other associates. Built and maintained strong relationships with the call center team and other departments within the adjacent DC.

Customer Service • Placed orders via inbound calls• Resolved escalations by problem solving • Maintain relationships with partners/vendors/suppliers • Quality assurance of custom orders

• Managing list of personnel and their job functions • Course planning and scheduling for every associate in the Production department for both Beer and Refreshment plants.• Coordinating with 3PL in regard to catering each course.• Coordinating and representing company during seasonal events and conferences.• Secretary and administrative work

Created lesson plans Coordinated School events with parents, teachers and students.Encouraged process improvements

Managed Family owned business • Developed goals and objectives that translated into growth and prosperity.• Ensured that the company had the adequate and suitable resources to complete its activities (e.g. people, material, equipment etc.)• Negotiated material prices with distributers as well as costs of labor with clients. • Worked with Insurance brokers to provide liability and workers comp to our clients. • Inspected jobs to ensure the workspace was safe and in conjunction with OSHA standards and regulations. • Kept records of active and closed jobs. • Provided Customer Service, secretary and administrative work.