* Clearly and competently communicates and presents complex issues to both internal stakeholders and external customers* Effectively manages time and individually prioritize multiple tasks of competing priority* Patient and emotionally mature/intelligent with a positive, team-first attitude* Consistently performs under pressure in a fast-paced work environment while meeting standards for productivity and quality* Demonstrated customer support excellence; continuously striving to improve * Passion for people and providing them with a delightful customer support experience* Metrics-driven and possesses a passion to measure and continuously improve

* Expediently investigate and provide safety resolutions for customer concerns and incidents locally and internationally* De-escalate highly sensitive situations with professionalism, empathy, and action-oriented support* Collaborate with internal operations teams and executives to ensure issue resolution by consistent policy enforcement* Evaluate and educate users on how to maintain safety and security* Optimize workflow processes to support company scalability* Execute on ad-hoc projects and processes* Drive and lead team morale through organization of events and overall support for all Operations teams* Develop and maintain diversity and inclusiveness committee to contribute to organizational culture of respect for all backgrounds* Interface with leadership and executives to influence policies and processes that support an inclusive work environment* Lead internal & cross-functional project teams; foster a strong commitment to teamwork and cooperation

* Improved page content, keyword relevancy, and branding to achieve search engine optimization goals* Engaged online audiences by placing strong focus on sales process support and responding to inquiries and comments timely and knowledgeably* Curated and segmented editorial content to increase engagement and channel growth* Monitored online presence of company brand to engage with users and strengthen customer relationships* Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns

* Monitored call volume at 11 call centers to ensure partners meet a service level of 80% or better with wait times at 20 seconds or less* Analyzed agent metrics for use in training to enhance customer relationship management abilities and further boost satisfaction scores* Implemented new quality assurance and customer service standards* Mentored new hires, resulting in stronger staff development and increased productivity* Performed continuous evaluations of current processes and training content in order to improve consistency and enhance efficiency

* Led a team of 30+ inbound call center representatives* Implemented a new business incentive program that generated over a million new customers a year* Headed a team that created a performance-based incentive program to reduce AHT by 30 seconds, bring quality scores up by 5%, and raise customer satisfaction results by 10%* Lowered cost expense plan by 2.8%* Achieved financial objectives by preparing annual team budget and scheduling expenditures