• Improved operational planning and business frameworks to enhance resource utilization and reduce waste• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches• Escalate Tier 1 investigation of computer related software, hardware and network related issues on behalf of Senior Account Management team• Provide single point of contact to report issues and escalate processes.Develops and maintains good rapport with other Account Management Support teams• Consistently coach, mentor, and develop skills of Senior Account Management Analysts• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize work flows to meet any daily demand• Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions• Established and maintained positive work environment to enhance retention and productivity• Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing, and technology upgrades• Provided management with feedback regarding employee performance and training needs• Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement• Trained and guided team members to maintain high productivity and performance metrics

• Finished 2019 as top Loyalty leader across enterprise and consistently exceeded company objectives• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills• Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants• Directed selection, training, coaching and career development of 30 employees• Developed two Loyalty Support Teams through training and calibration process that produced results that consistently ranked 1st or 2nd in Nation• Strengthened de-escalation techniques by providing reporting of trends and coaching opportunities as well as best practices• Coordinated organizations floor support plan, monitoring Supervisor schedules to ensure leadership presence is available at all times• Coordinated individual duties after careful evaluation of each agents skill level and knowledge, which increased productivity by 10%

• Oversaw and optimized work of 12 agents performing high-quality customer service.• Prepared, calibrated and monitored production daily, monthly, quarterly and annually to maintain optimal production levels and consistently achieve targets.• Boosted group production 5% by devising and deploying improved coaching approach.• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.• Monitored employee performance and provided coaching and constructive guidance to address areas of concern.• Built, managed and coached internal and external outsourced team, implementing training programs to improve efficiency and productivity.• Interviewed, hired and trained new employees for Customer Service position.• Developed training, task and process guidelines and communicated clear and concise directions to employees.• Set overall vision and provided team leadership.

• Led Revenue Generation team in delivery of organizational project requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables while increasing revenue by 25%• Groomed New in Business Agents into top performers• Led teams to top tier results on consistent basis• Drove training and coaching operational improvements that resulted in significant savings and improved profit margins• Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately• Managed quality assurance program including on site evaluations, internal audits and customer surveys• Worked with escalated customers to understand requirements and provide exceptional customer service• Developed team communications and information for staff meetings

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.• Handled over 35 calls per shift selling new services to customers, retrieving customer billing data, presenting relevant product information and cancelling services after retention offers were made.• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.• Scored in top 10% of agents in 2010, 2011 and 2012.• Met all customer call guidelines including service levels, handle time and productivity.• Trained new personnel regarding company operations, policies and services.• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.• Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.