Client Services:SupportAccount Management Team Management Client Retention Coaching and Development Project Management

Handled customer support inquiries via email, phones and faxEntered customer orders via computer terminal Edited orders for correct pricing , terms, ectinformed customers of unit pricing, ship dates, anticipated delays, tracking information, special needsPrepared claims for lost shipmentsRouted orders to departments for filling and followed up on orders to ensure delivery by deadlineChecked inventory of items requestedComputed price, discount and shipping chargesConflict resolutionProcessed Return Authorizations from sales reps and customersFollow up calls: customer check inChecked and processed SFA and EDI orders for errors and AccuracyHandled EDI batched processing for Amazon, Kohls, Kohls.com and other large retail storesCreated Processes for special projects: engravingCommunicated with sales reps to make sure guidelines were followedMonitored account portals for seasonal shipping updates/guidelinesUpdated sales and shipping information on specific account portalsAssisted Credit DepartmentComposed and typed up correspondence using various software applications

Supervised over twenty employees at two locationsResponsible for interviewing, hiring, coaching, training and documentationResponsible for all disciplinary actionTasked to design procedures and policiesCreated monthly spiffs to engage teamEmployee handbook revisions and implementationResponsible for morale and team building Responsible for schedule changes and updates for two medical office, employees and doctorsQuality Assurance for the call centerHosted 1:1 meetings with each staff member as well as monthly team meetingsImplemented attendance policy and responsible for schedule adherence and follow throughResponsible for all HR duties such as new hire on-boarding and payroll.Responsible for YELP account and Word Press activityResponsible for conflict resolution with staff and patientsEscalated patient callsSupply ordersResponsible for maintaining daily and monthly goals

Supervisor over five internal representatives and eight outsourced representativesResponsible for interviewing, training, coaching, administering annual reviews, disciplinary documentation,monthly progress meetings, queue management, terminations, quality assurance and daily projectsMonitored CCR activity including schedule adherence, login availability, "on the job expectations", conduct, ACW and other key individual and team performance metricsCreated Quality Assurance form and established customer service guidelinesAnswered escalated supervisor calls when neededMotivated and supported staff to maintain positive moraleAnalyzed daily stats and performance to ensure team goals were metEstablished performance goals for each rep on a weekly basis and followed up with performance meetingsPositive Coach Approach used to maintain a high quality of customer satisfaction

• Responsible for inbound calls (up to 90 calls per day)• Handles all escalation calls and emails in a timely manner• Responsible for meeting call time goals (under 4 minutes)• Responsible for Knowledge Base updates and training emails• Lead trainer for new reps and employees in different departments• Responsible for sending emails to all distributors regarding commissions and new sales• Responsible for notifying cross selling departments off all new accounts created• Inbound sales and upselling

Supervisor over 14-20 repsResponsible for interviewing, training, coaching, administering annual reviews, disciplinary documentation,monthly progress meetings, queue management, terminations, quality assurance and daily projectsMonitored floor activity and individual CCR activity including schedule adherence, login availability, "on the jobexpectations", floor conduct, ACW and other key individual and team performance metricsMonitored queue activity (phone and email) and shifted resources as neededAnswered escalated supervisor calls when neededMotivated and supported staff to maintain positive moraleCreated monthly reward program for outstanding achievementsAnalyzed daily stats and performance to ensure team goals were metEstablished performance goals for each rep on a weekly basis and followed up with performance meetingsDeveloped coaching style through the Positive Coach Approach to maintain a high quality of customersatisfactionEnsured that goals were met in regards to BBB complaints and posts, stats, motivational goals and team goalsResponsible for making sure all customer care emails were responded to within service levelsEnsured that all customer care incidents via email were answered within a service level of 12 hours or lessResponsible for monitoring and quality assurance forms with an excellent rate of follow through