• Key Performance Areas: Consistently exceeded KPA targets in categories including Call Answer Time, Friendliness, Accuracy of Information, Usefulness of Support, Hitting Expectations, and Vehicle Recovery Rate, scoring at least 95% (target of 90%).• Award-Winning Performance: Earned the “Employee of the Year” Award in 2022 for exceptional contributions to company success via outstanding reliability, customer satisfaction, KPA scores, attendance, and supporting teammates to succeed.• Team Management: Served as Acting Manager during any Manager absence, supporting a team of 6 members with training, coaching, product expertise, advising on difficult customers/situations, and personally taking on any escalated customer issues.• High-Volume Customer Service: Regularly completed 160 outgoing calls, 30+ incoming calls, and 30+ email/chat based Salesforce tickets per day, leading team in volume while maintaining status as a top rated customer service provider.• Software Support: Provided daily support directly to end-users, coaching them to effectively utilize and troubleshoot software issues, using an educational approach to empower the users to optimize their use of the software and extend their satisfaction.• New Client Onboarding: Served as primary point of contact for new clients to train them on use of software, educate them on features, integrate them as customers into the organization, and provide ongoing support during their initial use of the tools.

• Customer Service: Facilitated 100+ outgoing and 10-20 incoming calls per day with customers to support use of the software. Excelled in technical troubleshooting, conflict de-escalation, and leveraging relationships to upsell on product offerings.• Exceeding Performance Targets: Consistently outperformed colleagues and organizational expectations, scoring above 90% each month on KPA targets including customer satisfaction, attendance, call efficiency, problem-solving, and accuracy.• Onboarding: Built strong customer relationships with incoming users, facilitating initial connection with the solutions, providing coaching and training on software features and usability, and setting up relationships for long term retention and growth.• Inventory Management: Employed exceptional process development and analytical mindset to effectively enhance the company’s shipping, receiving, and warehousing operations through hands-on support in inventory management settings.

• Business Development: Built relationships with 2 major international insurance companies to secure deals to install the hardware/software tracking solutions in over 30K vehicles and managed the relationships with those companies after install.• Installation Coordination: Project managed the installation of the aforementioned 30K tracking solutions in those vehicles, developing operational strategy and directing operations to complete all installations on-time and within targeted budget.• Vehicle Recoveries: Maintained a 92% recovery rate in response to hi-jacked/stolen vehicles via effective deployment of tracking technology. Received frequent praise from customers for resolving these high-stakes crisis situations.• Reporting: Created and maintained monthly reports to assess software performance, customer needs, and other key metrics.

• Staff Supervision: Owned all workflow delegation and performance management of the team of 6, utilizing a relationship-oriented approach to facilitating their sustained employee wellbeing and industry-leading performance.• Staff Retention: Maintained a 100% staff retention rate over the 16 months in the role. This rate was the highest in company history and is well above average in the industry. Achieved this feat through a balance of coaching, support, and recognition.• KPA Setting: Partnered with senior leadership to identify high-level target outcomes for the team and then segmented those outcomes into achievable performance targets. Assigned targets to staff and provided daily support in achieving those goals.• Training: Leveraged industry expertise and customer service skills to provide effective training and coaching to staff on topics including customer service, problem solving, product features, technical troubleshooting, and customer relationship building.• Employee Engagement: Developed a tiered incentive and recognition program to motivate employees to perform at a high level. Encouraged their performance using a servant-leadership approach to position all 6 of them to succeed.• Crisis Resolution: Created an SOP for handling power outages in the region, integrating a generator solution and training staff on the use of this tool in order to reactivate business operations, reduce risks, and maintain customer support performance.