•Oversee all aspects of product preparation to transportation to delivery. •Consistently achieving an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating. •Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior. •Analyze data reports using Google Sheets, Excel, and internal database storage systems. •Maintain accurate and consistent records to address errors that promote client satisfaction. •Acting as a liaison for cross-functional business units during team training, calibration sessions, and leadership meetings, with members from QA, Sales, Product Owners, and Service teams.

• Streamlined delivery routes which resulted in a fuel saving of $9,000 per month.• Displayed critical and analytical thinking skills and the ability to work under pressure. • Remained available to take part in off-hours and on-call rotation shifts while performing other duties and/or projects as assigned. • Developed and maintained professional relationships between our company with on-board communication systems to meet critical drop points at multiple different client locations. • Performed upselling techniques to increase average order values across physical and online-ordered products purchased in store. • Achieved an average of 100% delivery goal each quarter for the department and maintained a 97% customer satisfaction survey rating.• Supervises loading and off-loading of store deliveries and ensures access to entrances for personnel.

•Provided exceptional customer service via phone and email, addressing inquiries and resolving complaints.• Offered product and service information to customers and processed orders accurately.• Maintained a positive and professional demeanor while building rapport with costumers.