Develop listening points in the customer journey, define segmentation of the customer base and varying strategies. Research and identify opportunities for continuous improvement.Perform quality checks with direct calls to customers; develop and review performance reports, identify areas to improve, and implement performance improvement actions to meet and exceed daily objectives.Develop service and technical support, and proactively resolve conflicts by initiating fair problem-solving methods.Manage relationships with clients, key customer and other stakeholders including senior managers. Promote a strong sense of urgency for reaching goals and encourage cooperation between all members of the team.Provide excellent customer service that exceeds customer expectations on a regular basis.Implement and manage quantifiable training and coaching processes to ensure success.

Delivered strategic and tactical expertise improving the customer journey, utilizing FaceTime/Skype, newsletters, video tutorials, and website UX development which effectively elevated the department, and organization, from a traditional customer service experience to a customer engagement experience for a portfolio of e-commerce beauty, wellness and lifestyle consumer brands.Created an effective coaching process which produced improved customer satisfaction within a high-volume e-commerce support center.Reduced transactional chargebacks by $5k per month; authored and introduced new scripts/macros resulting in a 50% decrease in talk time.Developed and launched new training programs to boost employee retention and productivity.Created telephony tool that reduced hardware procurement and billing for call support. Crafted new CRM tool Gorgias from Zendesk, reducing staff while improving customer satisfaction 24/7.

Oversaw the recruiting, training, mentoring, and managing a top-performing team of 17 Technical Experience team members across California, Texas, and Canada. Developed and implemented a new ticketing system via Zendesk and decreased call costs from $8 to $2.60 per call.Reduced call abandonment rate from 20% to 2.5%, and improved margins 33% by establishing new processes.Reduced turnovers 23% and decreased staff 19%. Boosted online merchant star rating from 2 stars up to 4.5 stars in a 3-month period.Successfully achieved a customer satisfaction rating of 95% for 6 consecutive months.Improved customer relations by accelerating customer response from 7-8 days to 3 days.Recruited to personally lead the seamless, large-scale operations move from Canada to Texas

Directed call center operations and led a team of 15+ solutions-centric customer experience agents. Ensured friendly and efficient transactions within an e-Commerce environment via Zendesk.Improved productivity 50% and generated higher organization-wide profits.Increased sales by 60% across 2 quarters via the introduction of new warranty policy, and productivity by 50%.Decreased employee absenteeism 65% by instituting a popular work-from-home system.

Led targeted decision-making in the efficient daily operations of this busy call center, including training, mentoring, and managing a team of 22+ customer service automotive agents, 2 supervisors, and technical support staff. Played a vital role in promoting fundamental sales practices such as telemarketing and prospecting to boost existing customer base while conducting quality checks and reviewing detailed performance reports.  Grew existing customer base by an average of 120 new accounts annually. Developed project procedures for eCommerce transactions and key procedures. Chaired implementation of Microsoft Dynamics AX / Cisco Communication Systems. Created and deployed a web-based ordering system with minimal customer interaction. Increased project turnover 35% without reducing quality or jeopardizing daily transactions. Grew sales and service by 62% within 2 quarters by developing a new web portal for clients. Identified areas needing improvement and initiated measures to enhance performance levels.