• Created, facilitated, and managed new team member onboarding and training. Over 90% of graduates performed over “meeting expectations” post training. • Awarded with Bizrate Insights’ Circle of Excellence Platinum award for exceptional service.• Mentored direct reports, peers, and agents by giving upside and downside feedback while strengthening relationships. • Worked with many departments throughout the organization to implement new technologies and products for the Customer Service department.• Created quality assurance expectations and evaluation templates.• Assessed site’s current quality, identified areas of opportunity, created trainings to fill said knowledge gaps, documented the expectations with critical writing of the SOP, and provided department wide communication.• Managed QA coaches. Forecasted production, developed coaching skills, documentation, wrote and delivered quarterly reviews, and ran bi-weekly calibration meetings.• Created department wide celebrations that included team member incentives and engagement, food, prizes, activities, and managed the budget for upwards of 90 participants. • Managed creative employee appreciation programs with limited budgets, high engagement, and lots of fun!• Recruiting experience. Partnered with Talent Acquisition Manager to find new team members by reviewing resumes in Jobvite, phone screening, and in person interviews. • Onboarding and training provided to third party employees located abroad. Created and facilitated curricula remotely, managed their quality, provided honest feedback, and set goals and direction to move their performance to a “meeting expectations” level of quality.• Onboarding and training provided to multiple groups of new team members remotely with limited equipment in April 2020. The creative thinking and can do attitude produced trainees that performed over “meeting expectations” on the same timeline that was used when training in house.

• Presented curricula by facilitating material that drove engagement, by-in, critical thinking, team building, and motivation.• Created department wide engagement with continued education training, coaching, incentives, and celebrations/parties.