Contribute to overall success in the Customer Service Department by mentoring and developing talented Customer Service Associates.► Lead a team of Customer Experience Associates in the day-to-day operations.► Elevate the performance of individual contributors to optimize efficiency.► Proactively address potential support issues and find solutions.► Monitor employee performance, calls, and tickets to ensure quality service and process adherence.► Act as a subject matter expert on department processes and procedures to provide daily support.► Handle customer escalations and provide de-escalation support across all support channels.► Assist with training and coaching team members, including new hires. ► Identify and implement opportunities for improvement with training and development. ► Conduct meaningful meetings to share relevant updates and engage in team-building activities.► Foster a positive team culture!► Document current and future processes effectively.► Manage team’s timecards and any disciplinary actions.

I organized and overseen the daily operations and success of the contact center by formulating strategies to improve performance, creating materials and resources, and securing compliance.► Responsible for overall operational metrics and sales targets of all omni-channel reps (remote and in-person) and different degrees of management.► Identified and promoted better call handling and dialing strategies; plus other operational best practices to improve business opportunities and profitability.► Revise and/or formulate processes, policies, procedures, training and scripting material, and reports.► Interviewed, participated in hiring decisions, made job offers, and conducted orientation.► Coordinated product releases with other departments and areas of the organization.► Created coaching standards and quality assurance protocols with a detailed process. I produced scorecards and trained management to ensure proper call handling and enhanced customer satisfaction.Ability to motivate employee engagement, effective training, and being an adaptable leader were crucial skills needed to be successful in that role.

I assisted first-line managers in achieving their store goals, and ensured that multiple locations were functioning proficiently. I identified and administered training needs, created tailored training plans, and implemented various training methods to enhance employees' skills. I monitored training program effectiveness, managed budgets, and remained current on training trends.► Developed key performance goals and managed staff performance.► Created and implemented strategies for business growth.► Recruited, interviewed, and hired new staff for multiple locations, departments, and roles.► Ensured that departments and/or locations delivered quality service to vendors and customers.► Implemented scripting, improved internal processes, and critical solutions that increased profits.► Lead on large projects and responsible for interpreting the details to entry level staff. ► Managed budgets, reviews, and monitored the financial health of multiple locations.