Managed a seven-route district including seven direct reports in order ensure smooth operations of services including retention of current customers and increasing business growth. • Consistently exceeded base goal of business growth of 4%.• Excelled at maintaining and retaining minimum of 80% or above Customers Under Contract on a consistent basis.• Hands-on approach with management style including frequent Route Rides with Route Sales Representative to ensure quality and timely delivery of products and services.• Utilization of Customer Visitation Surveys to obtain feedback from customers and present TIG (Together-In-Growth) opportunities to the Sales Executives to provide praise for success and guidance on improvement opportunities.

Developed agent’s customer service, problem resolution, and escalation skills to meet and surpass Office of the President metrics for a team of 15 to 23 customer service representatives in a call center setting.• Excelled in the development and implementation of customer service new hire training and ongoing continuous training. • Consistently delivered new customer service representatives who were ranked in the top ten. Directly coached and developed a team of new customer service representatives to become the top team in the call center.• Directly involved in new system implementation and current system enhancement development and testing including providing real time feedback and suggestions for improvement.• Development of customer service representatives through coaching, development, quality assurance monitoring, peer side-by-sides, and one-on-one employee coaching.• Subject matter expert in field management support which included assistance with understanding CS operations, general support questions, and explanation or education of processes, proper procedures for district assignments, and customer escalations.

Strategically responsible for de-escalation of inbound calls from customers who had issues with their products, services, or accounts.• Consistently met and exceeded all metrics including quality, escalation resolution, adherence, average handle time, and more.• Awarded multiple recognition awards for outstanding performance.

Proactive role of team leadership as a stand-in position for the team manager, when necessary, including normal duties of coaching and development of customer service representatives around quality improvement, superior customer service, and efficiency with call center metrics.• Subject matter expert for pharmacy processes with responsibility to complete overrides for pharmacy fills, updating software, and responding to patient issues via email and third-party surveys.• Completion of quality audits for team members and providing feedback to increase performance metrics and superior customer service.• Proactively monitored inbound queue to ensure service levels were acceptable and assisted if levels were too high.

Specialized customer service representative where specialized in re-certification of Medicare which consisted of placing outbound calls to patients and their Doctor.• Review documentation for re-certification for accuracy and final submission.• Acted as a mentor new representative on 60-month CAP process.

Specialized customer service representative with primary responsibility of taking inbound/outbound calls around placement of oxygen and pharmacy orders.• Accurately processed the required paperwork for patient orders.