• Develop, lead, and motivate a leadership team and a team of customer support specialists to provide exceptional service to both our external and internal customers.• Motivate direct reports and customer support specialists to achieve individual and departmental goals including: improving customer contact efficiency, increasing revenues, ensuring customer satisfaction, improving employee product knowledge and lowering abandonment rates. • Identify, Trouble-Shoot, Document and Report system problems that affect our online customers and customer service staff. • Test, train, and coordinate all system upgrades that affect the customer service department and online customers. • Communicate with multiple departments and levels of management about the needs, projects, and priorities of the customer service department.

• Identified procedures and processes that could be improved and proposed a more efficient solution• Developed training program and assisted in training call center employees on new software and procedures• Created and maintained quality assurance program for small call center• Tested new software and software updates for call center• Trouble shoot technical problems for call center equipment and online customer concerns• Provided detailed information to IT staff when a resolution was not found

• Negotiated merchandise claims between buying staff and vendors• Responsible for submitting orders and communicating to international and domestic vendors • Maintained operations and communication while President was traveling both domestically and internationally.

• Responsible for the training and overseeing of all cashiers.• Handled all daily cash and deposit procedures; Train employees in cash office procedures.