● Managed a team of six who serviced 600+ customer accounts; 10% of accounts had annual sales greater than 1M.● Onboarded three new employees, cut training time in half through the use of a new training program for Customer Service Representatives.● Reduced critical errors and standardized work through the development, documentation, revision, and implementation over 40 work aids, policies and procedures.● Implemented departmental transformation, improved morale, and engaged in professional development.● Increased sales by approximately 15% for two VIP customers and re-established working relationships when sales had dropped dramatically.● Customer complaints regarding reaching a person via phone came to almost a complete stop through the successful deployment of a policy change, new work from home resources, and collaboration with IT.● Reduced the contract cost of Salesforce by 30% and increased user adoption from 0% to 95%.● Provided leadership and managers the tools necessary for tracking metrics, auditing work, and decision making. ● Company website page rank jumped by 85% and 100% of leads captured through leading the strategic enhancement project.