• Oversee day to day operations of two third party contact centers by reviewing and analyzing reports to ensure the key indicators (AHT, service levels, abandon rate and quality) are being met. • Conduct weekly call calibration sessions with the leaders of our contact centers to ensure we provide first call resolution. • Handled all the arrangements for the closing of the Westerville Contact Center and the relocation to the new Cincinnati Contact Center. • Tested, trained and… Show more • Oversee day to day operations of two third party contact centers by reviewing and analyzing reports to ensure the key indicators (AHT, service levels, abandon rate and quality) are being met. • Conduct weekly call calibration sessions with the leaders of our contact centers to ensure we provide first call resolution. • Handled all the arrangements for the closing of the Westerville Contact Center and the relocation to the new Cincinnati Contact Center. • Tested, trained and executed the new Ecometry order entry system to the leadership team at Cincinnati Contact Center. • Traveled to third party center and trained the agents on fraud process with new and existing order entry system. • Provided all of the standard operating procedures to our third party contact center and monitored to ensure the procedures were being followed. • Investigated and resolved customer inquiries and complaints in an empathetic manner.• Reduced the corporate complaints by 95% by providing accurate, specific and timely performance feedback to our third party contact center. • Liaison between our corporate office, distribution center, and both our third party contact centers. • Initiated and approved changes to the sales and customer service script to reduce handle time by 30 seconds. • Implemented a manual process of notifying customers of backorder delays and cancels. This process reduced customer service calls, emails, BBB letters and escalated calls by 2%. • Managed Social Media inquiries in collaboration with the marketing teams. Show less

• Coached and motivated a team of 15+ collection agents to meet the department standards. • Handled escalated issues regarding non-payment of past due accounts. • Maintained attendance records • Administered disciplinary action on both performance and attendance.

• Responsible for coaching, training and motivating a sales team of about 35-40 associates. • Consistently exceeded department sales goals. Ranked in the top 20% of all sales teams in a multi site call center network. • Quarterly project manager for sales associates incentive programs. • Created developed and implemented programs with targeted focus to selling specific products. • Facilitated training to all facets of tenure on the associate’s level to increase productivity per… Show more • Responsible for coaching, training and motivating a sales team of about 35-40 associates. • Consistently exceeded department sales goals. Ranked in the top 20% of all sales teams in a multi site call center network. • Quarterly project manager for sales associates incentive programs. • Created developed and implemented programs with targeted focus to selling specific products. • Facilitated training to all facets of tenure on the associate’s level to increase productivity per hour and provide client service satisfaction. • Graduate of TRACOM "Institute for Management Excellence” a two year program which develops and enhances management principles. • A four time “Impact Award” winner for outstanding contributions to the business unit. Show less