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Hired and trained 15+ front line customer service staff, including part- and full-time staff. Managed schedules for multiple desks serving members (customers).Facilitated tours of the facility for prospective members.Deescalated conflicts between staff, as well as managed conflicts involving customers, and was given leeway to make financial decisions regarding refunds, waiving joining fees, and other judgement calls.Was entrusted with the financial deposit for the entire branch, driving it across town for deposit 2x weekly.Led staff meetings for a team of 15+ to align them to the vision and mission of the Y, and teaching them skills to improve efficiency.