• Handle incoming calls from current and former associates • Provide detailed information to associates regarding benefits and premiums• Monitor associate calls using Remedy• Process associate information and call notes as needed

• Managed QA process by writing and testing user navigations and scenarios for new enhancements and defect fixes in the CRM software• Improved customer experience by thoroughly investigating and troubleshooting issues for users within the CRM • Communicated the impact of enhancements and answered questions about past, present, and future processes and functions as the team’s SME• Strengthened presentation skills through demonstrations and team training; effectively trained 45 new team members on daily functions and company culture• Increased quality and speed of processes by developing and standardizing training documentation and videos for both internal and external customers • Ensured consistency and alignment across the international teams through global communication and coordination with foreign counterparts

• Ensured data integrity by accurately reviewing client contracts• Decreased risk by ensuring customer and company compliance in all contracts• Cleansed and maintained customer databases to streamline current contractual data

• Managed cashiers and additional customer facing employees• Ensured employee compliance with company vision and objectives• Processed customer transactions and returns• Handled customer objections and ensured customer satisfaction

• Managed 40+ associates including scheduling, performance review, and coaching• Presented status of vital business metrics weekly to senior management • Processed customer transactions and returns• Handled customer objections and ensured customer satisfaction

• Promoted and marketed membership sign-ups, renewals and upgrades• Created new ideas for advertising charge cards and membership upgrades • Answered telephones and transferred calls throughout the store• Managed database of customer information• Provided excellent customer service to all members

Worked for the Testing Services Department.