Demonstrated team leader that specializes in repairing and upleveling teams that are struggling in challenging client assignments. Remotely manage internationally distributed teams of up to 32 employees in all aspects of providing customer phone support. Ensure performance and quality metrics for transfer rates, call length, hold usage, and customer satisfaction survey feedback are met. Conduct coaching and training for new employee onboarding and ongoing employee performance management. Manage all aspects of schedule operations including: validate all hourly employee timecards, approve time off requests, track attendance and manage attendance violations through formal disciplinary procedures, and produce and submit daily staffing reports to leadership. Evaluate employee performance and deliver people reviews and career conversations.

Interviewed candidates for customer service and sales support positions and made hiring decisions for Concentrix, resulting in 180 new hires. Individuals I hired have higher than average onboarding completion and long term retention rates.

Answered calls in a remote, home-based call center environment. Learned their product catalog with such depth that I was in the top 5 sales agents in the region for 3 quarters in a row, despite not being a sales agent but a customer service representative. By understanding what the customer's needs were and knowing the product catalog, I was able to delight customers, building trust and helping them achieve success that frequently led to repeat customers that would email me 1-2 years later to make another purchase.