Supported Clients in project managing complex issues through resolution. I worked to build out training support and networked internally to recruit and hire Associates to double the size of the team. I began this role as an ICM, but over the course of my 2 + years we changed the strategy and structure of the team to be Associate based work with Manager oversight. I managed a team of 5 in two separate geographical locations. Our team utilized technology to collaborate and communicate to stay connected and operate cohesively. We were able to successfully improve the resolution time for complex issues which in turn improved client satisfaction.

During my 4 years as a Manager in the Client Support Center I managed multiple specialty teams:* Training: The training team was responsible for all content training for all CSC agents for all of athenaNet content, as well as new release updates*Help Desk: Providing additional support and training to phone agents live with clients*Quality: Providing feedback on phone calls with clients for quality and development I participated in the interviewing and hiring of analysts to ensure that staffing levels were maintained.

I was responsible for all aspects of on boarding new Client Support Center analysts-classroom training, job shadowing and testing. I developed and implemented new curriculum, as well as updated and maintained resources as new functionality was introduced.

I provided phone support to client on all aspects of the cloud based application. I also provided Help Desk support to internal agents.

Responsible for overall customer satisfaction for Bank of America credit card customers. I served as a liaison to banking center associates managing credit card accounts. Additionally I was responsible for fee preservation and selling Bank products to strengthen relationships with cardholders.

I was responsible for all aspects of sales for a $14M store. My team had great success and surpassed our sales plan with an increase of 6% over the previous year, as well as increased conversion rates. I assisted the sales team in prospecting new clients, client development and sales strategies to build a solid client base for this luxury retailer. We hosted several after hours events-both in store and off site-to feature our designers Paloma Picasso, Elsa Peretti, Jean Schlumerger and to launch a new new line by Frank Gehry.

As the Operations Manager I had oversight for all operational staff including Customer Service, Shipping, Merchandising and Administrative. All staff was cross trained on other teams provide greater flexibility and coverage for operational support. I worked closely with the corporate Facilities Manager and the Building Manager to maintain the store facility, as well as maintained relationships with facility vendors. I successfully managed several renovations for the store during my three years as Operations Manager, coordinating vendors, architects and security for these projects.

I supported both the Manager of Sales and Operations in this role. I assumed Human Resource support for the branch and was responsible for on boarding and training new staff. I interviewed and coordinated job fairs for holiday hiring and managed the abbreviated holiday training and scheduling for seasonal staff.