Responsible for managing the day-to-day operations of the Pelican Parts Customer Care Department; Oversee a team of 20 Customer Care Agents. Daily operations consist of:• Addressing Sales and Customer service inbound and outbound calls • Responding to customer quality assurance emails / chats• Handle and resolve escalated calls • Conduct team coaching and training to support development and process improvement (includes group and side-by-side training) • Prepare monthly and weekly statistical and other reports • Monitor and address social media and survey responses (negative and positive feedback)• Conduct Root Cause analyses to identify the possible cause of the problem resulting in customer complaints• Conduct research to identify processes and make improvement recommendations (if applicable) based on customer feedback

Responsible for managing the daily operations of the SENSA® Quality Assurance department, and managed a staff of 10+ Customer Service agents. Management duties included developing, managing and updating all customer service policies and procedures as necessary. Supporting the implementation of four outsourced call centers; Assisted with call overflow, in addition to: • Managing and monitoring Phone Agents to ensure daily operations met the Company’s customer service expectations • Facilitated weekly status meetings with all call center Team Leads to further measure any changes or trends that require special attention • Developed and oversaw several metric reports and programs that increased quality assurance percentages, and retention rates by 100% • Created an Agent Performance Score Card to monitor and grade agents for greater optimization regarding call agent performance and utilization• Ensured workforce alignment with goals and objectives by analyzing call center metrics and helping implement several procedures to make each process more efficient• Focused on ensuring retention methodologies and scripts were being followed to implement best practices.• Facilitated ongoing and open communication through weekly meetings with all Customer Service departments which included Sales, Retention, Outbound, Escalations, and Training• Oversaw additional administrative duties including chargebacks, reviewing and responding to Better Business Bureau (BBB) and Attorney General complaints