Managed a team of customer service and administration agents to provide excellent customer experiences.• Promptly responded to escalated customer concerns and resolved in a timely and satisfying manner.• Managed Customer Service team of 25 agents increasing efficiency through positive teaching methods and providing knowledge based digital resources.• Streamlined multiple administration account processes by evaluating needs and implementing Excel functions to analyze, compare, and identify large amounts of records.• Produced specialized call center reporting using Excel dashboards and pivot tables to better identify business needs.• Maintained 10+ affiliate business relationships involving inventory and account management.• Created, updated, and organized training, coaching, and everyday resource tools.• Proofed electronic and printed communication materials.• Part of the Office365 launch team that assisted with ongoing team training on using Teams, SharePoint, Outlook, Excel, OneNote and Word.• Worked closely with 6+ department's to review and manage customer accounts and resolve concerns.• Assisted in implementing Marketing lead generation campaigns through the Customer Service team.