Directed and developed high-performance team in continually exceeding customer service, sales cost reduction and employeeengagement goals. Coached and mentored teams in service and relationship management best practices as well as mitigating andresolving inquiries/concerns. Resolved escalations on customer issues of highly sensitive and timely nature.-Established, monitored and evaluated Key Performance Indicators (KPIs) to optimize staff performance, driving clientretention and satisfaction.-Led individual and group coaching sessions and comprehensive training programs with staff.-Conceptualized and implemented processes and procedures, liaising cross-functionally to ensure all processes are runningsmoothly and customers are getting what they need.-Steered improvement customer satisfaction through implementing process improvements.-Led full cycle service excellence for individual customers and 30+ local accounts.-Responded quickly to changing needs of clients while maintaining a high standard of quality.-Cultivated positive working relationships with current and potential accounts built on trust and integrity.-Formulated and implemented plans to expand customer base, drive profit, and reduce costs.-Fostered a fun and competitive environment promoting individual growth and branch success.-Achieved 85%+ customer satisfaction Dec ’16-Aug ’17.-Re-established relationships with 8 inactive accounts resulting in increased ride referrals.-Slashed costs by 50% Nov ’16-Apr ’18 while ranking as top sales and profit branch regionally every month.