Retail sales of various bath salts, essential oils, crystals, semiprecious stones, jewelery, incense and minerals.

• Strong organizational skills• Ability to coach and develop employees• Understanding of workforce management• Ability to multi-task in fast paced environment• Ability to research and resolve customer issues and inquiries• Familiarity with ACD systems and call center reporting software• Excellent written and verbal communication skills• Proficient with computer applications including MS Office• Effective problem-solving skills• Familiarity with SAP, Career Advancement Navigation Systems and/or AS400

• Managed 9 direct reports in house, and 7 direct reports in Florida, Georgia, and Ohio. • Created and implemented all processes for inventory control and tracking of all inventory nationwide. • Successfully provided equipment to over 200 sales representatives, 50 dealers, 100+ providers and technicians nationwide on a recurring basis. • Worked closely with other managers and senior management to ensure consistent and ethical standards throughout the national office. • Wrote and facilitated technical training for new ADT Home Health Security Services Products. • Decreased shipping cost by over $4,000.00 monthly by running daily reports, analyzing the shipping and receiving data and executing changes to ensure that company goals were met and that all dealers, providers, sales representatives and technicians always had an adequate supply of equipment.• Resolved escalated customer concerns and followed through to promote complete customer satisfaction.• Facilitated weekly conference calls between the operations team, sales team and monitoring center. • Provided timely feedback to all employees, to make certain company goals as well as the employee’s personal goals were met. • Facilitated monthly safety standards meetings and communicated to all office staff of any changes. • Decreased the overall cost of the local fleet by analyzing data and communicating to the drivers on a weekly basis. • Worked directly with other department managers and senior management to ensure that all regulations for government installation and service were met. • Decreased the average number of “late” service or installations by 25%, by prioritizing the scheduling process.

• Managed 20 direct reports and 100 indirect reports within a call center environment.• Increased team productivity from an average of 9 events per hour to over 20 events per hour by fostering open communication and providing timely feedback.• Created and facilitated weekly team member meetings to ensure conformity of policies and procedures center wide.• Established and communicated expected standards of performance, reviewed actual performance, counseled and career-coached, resulting in a cohesive department that delivered service levels effectively.• Worked closely with other team managers and senior management to ensure consistent and ethical standards throughout the center.• Analyzed forecast data for load balancing to ensure that expected service levels were met across all areas of the call center.• Resolved escalated customer concerns and followed through to promote customer satisfaction.• Accessed quality assurance, productivity, and compliance database to ensure team member achievement of daily, weekly, and monthly goals.• Successfully launched startup of customer service initiative growing from 50 representatives to over 400 representatives.• Initiated and developed management training manual and trained peers to enable consistent management of policies and procedures within the call center.• Managed collections initiative of “dead accounts,” recovering over $50k on accounts which were considered write offs.• Facilitated weekly team member meetings to bring representatives to the current standards of billing processes and award programs, increasing staff morale, performance and involvement.• Resolved complex customer billing issues regarding service, installation, and monitoring disputes.