Manage a customer service contact center and customer service warehouse. Oversaw the implementation and integration of multiple systems and processes to increase employee efficiency and streamline customer experience. Introduced a budget to the department and stayed on budget. Setup reporting and data collection of employee use of time to track KPI metrics in all positions and adjusted procedures and systems as needed to increase efficiency and effectiveness.

Oversee the training of nearly 300 employees annually and the overall quality of those processing alarms. Took a team of two trainers and grew it into a team of 6 trainers and 8 coaches in two different states within two years. Build and structure training in a way that is conducive to all learning styles to enable our people to perform at their highest capacity.Oversee the quality of the alarms being processed to ensure that our operators are following proper procedures, that our procedures are as crisp and clear as possible, and identifying trends in quality where we are able to update our training procedures to be better in the future. Carry out disciplinary action for those who fall short of the quality standards and provide training opportunities for those who need assistance.Engage in meetings with other departments and with customers to set procedures in place for alarm processing. Assist in on-boarding new dealers to ensure that our operators are prepared and ready for their accounts. Create strategic training plans to enable and support organizational growth.

Trained up to 16 new call center team members per month. Trained on processing medical, security and fire alarms, customer service, and leadership skills. Performed quality assurance audits on team members to ensure that we were able to meet and exceed the expectations of our customers, provided feedback to operators on a regular basis to help them continue to improve their skills. Kept training material up to date and innovated for future growth within the training to be scalable.

Scheduled team members to meet staffing levels, provided follow up training, processed medical, security and fire alarms with high quality standards and efficiency. Assisted in training other team members on an as needed basis on correct procedures and excellent customer service.

Ensure exceptional customer satisfaction, train new team members to have superior customer service both in person and over the phone, and warranty work. Assisted with billing issues as well as balancing the office tills for the day.

Personal training for a variety of clients, focus on pregnant and postpartum women.