Provide leadership and expertise in managing and directing a team of up to 18 professionals to excellence in achieving department goals.Charged with managing and monitoring research of requests from Voice of Customer submitted from management and coordinate associates’ workload.Conduct and ensure cross-training of QA team members in all areas nurturing professional development and growth.Collaborate with internal department heads to establish and clarify expectations and training opportunities.Establish and nurture relationships with customer care, merchant teams and vendors to resolve any issues that may arise.Continuously present innovative ideas for process improvements.Actively serve in the capacity of HR, on-boarding new hires, coordinate payroll, manage performance reviews, resolve employee relations issues, coach, counsel and apply corrective actions.Maintain an environment of trust and mutual respect among the team that I lead.

Provided direction and guidance to a team of up to 60 associates in achieving established department goals.Effectively monitored and researched daily reports and balanced associates’ workload.Consistently evaluated processes and made improvements regularly.Served as point of contact for HR, on-boarded new hires, coordinated payroll, expertly managed employee relations issues, coached, counseled and applied corrective actions.Maintained an environment of trust and mutual respect among the team that I led.