- Adhered to stringent quality guidelines to assess phone, email, and chat interactions, ensuring consistent and exceptional customer service delivery- Provided personalized coaching and calibration to offshore quality administrators, fostering their ability to consistently deliver exceptional service- Established open communication channels with agents to provide feedback during coaching meetings and through written communication, fostering a culture of continuous improvement- Played an integral role in streamlining the quality scoring process, conducting pilot projects to test and refine the revised procedures, leading to enhanced efficiency and accuracy in performance evaluation

- Coordinated Level 1 and Level 2 Help Desk support for the Cincinnati, Montreal, and Caguas care centers, providing prompt and effective resolutions to both internal and external inquiries- Leveraged IBM's ServiceNow platform to manage and track ticketing issues requiring further investigation, ensuring timely and thorough resolution- Active member of the hypercare support team during the launch of a new e-commerce website and back-end system, proactively identifying and addressing potential issues while maintaining accurate records using ServiceNow, Jira, and Excel- Developed comprehensive training documents and SOPs to guide agents through various tasks such as creating Gmail accounts, connecting to remote VM servers, and navigating the Genesys call center platform, ensuring consistent and effective customer service

- Conducted thorough testing of billing offers for bi-weekly sales campaigns using a mainframe environment, identifying and reporting errors for prompt correction and retesting- Thoroughly analyzed test batches of live orders prior to each campaign launch to ensure seamless order processing- Methodically reviewed item data for all products on offer, guaranteeing the accuracy of product attributes- Collaborated with colleagues in bi-monthly meetings to discuss and strategize effective testing approaches for the e-commerce site and billing offers- Surveyed sales publications to ensure flawless accuracy, exercising an eye for detail- Pioneered an innovative testing methodology to address the challenges posed by the holiday 2019 schedule, garnering a recognition award for its successful implementation

- Performed rigorous testing of CRM software, e-commerce sites, and phone IVR systems, ensuring seamless functionality and adherence to predetermined requirements- Developed detailed test cases and carefully documented testing, providing comprehensive insights into system performance and potential areas for improvement- Handled customer inquiries through email and phone calls as part of the Help Desk team, providing prompt and knowledgeable assistance to resolve issues

- Provided administrative support to a Regional Vice President and their staff of managers- Managed expenses and arrangements for travel- Planned and organized sales events- Oversaw the registration website for field sales classes and events

- Contributed to the upkeep of a master database encompassing all field sales associates and managers, ensuring the accuracy and integrity of crucial personnel data- Collaborated closely with the HR department to maintain comprehensive records of personnel data changes, ensuring timely updates in compliance with company policies- Generated ad hoc reports tailored to specific requests, providing valuable insights into sales performance and other key metrics- Supported the field sales bonus program by tracking sales achievements and submitting accurate data to payroll on a bi-weekly basis

- Provided support as administrative assistant to a group of Divisional Sales Managers- Generated sales reports in Excel and presentations in PowerPoint- Managed calendars and travel arrangements

- Manually entered orders from paper purchase orders into the mainframe system, ensuring accurate and timely order processing- Received and entered all faxed orders, maintaining the integrity of order records and ensuring seamless order fulfillment- Resolved billing discrepancies using the mainframe system, maintaining the accuracy of billing records- Continued to support the Training and Quality department by providing feedback and coaching for vendor new hires, serving as a filter for all outgoing emails, to ensure accuracy and content consistency

- Answered inbound calls and emails from top sales and recruiting representatives- Subject matter expert for investigating payout issues, serving as a member of the support line for other specialists- Assisted other areas including Fundraisers, Licensed Beauty Centers, and Caribbean Island Representatives- As a temporary opportunity, spent a total of five months in Guatemala to conduct on-site evaluation and training for new customer service vendors, ensuring seamless integration and adherence to quality standards- Conveyed comprehensive quality feedback and coaching to customer service trainees throughout training and nesting phases, fostering continuous improvement and enhancing their skills- Volunteered for a temporary job opportunity as a Quality Assurance Administrator, where I contributed actively to a cross-functional Kaizen project aimed at updating quality guidelines, ensuring alignment with evolving customer expectations and business objectives- Worked on a special team using the mainframe to process end-of-cycle transactions for the sales recognition program

- Carefully inspected incoming packages in the returns department, ensuring accurate identification and processing of returned items- Efficiently processed returned items, promptly crediting customer accounts and maintaining accurate records- Evaluated the condition of returned items, separating those suitable for reconditioning from those requiring disposal

- Provided prompt and knowledgeable assistance via phone and email, addressing inquiries from both customers and Avon representatives- Conducted thorough research regarding earnings disputes for representatives- Key member of the end-of-sales-cycle team, contributing to the successful tracking and recognition of representative sales achievements- Offered support to colleagues on the agent helpline, answering questions, resolving issues, and taking escalated supervisor calls as needed- Contributed to the streamlining of business functions by assisting in the consolidation of operations from four nationwide branches to Springdale, OH