I direct and oversee the development of internal and external hiring strategies and brand management for our claims operations including Rental Claims Services, Damage Recovery Units and Consolidated Desk Review teams.

I supported the recruiting efforts at the Contact Center by completing the screening, first round interview, back-end and offer processes for our Management Trainee, Escalation Support, Email, Live Chat, and International Customer Care positions and Member Service Coordinator for our Car Share Division.

I oversaw contact center operations by managing 15+ customer service agents by coaching performance, driving results, and delivering excellent customer service.

I was responsible for managing productivity, revenue, and customer satisfaction scores of Reservation Sales Representatives and Customer Support Representatives, while regulating costs. I also worked with Department Managers to learn the day to day operational responsibilities of a manager. Throughout the program I assisted with handling customer concerns and escalated calls while also completing the MT training and development roadmaps.

I handled inbound calls on behalf of Enterprise rental branches across the US and Canada, assisting customers with reservation sales and various customer inquiries.

Assisted teachers in daily classroom operations for 6th, 7th and 8th grade students.