*When starting at School Specialty I was a Customer Care Advocate for the first 2 years then promoted to a Senior on the Custoemr Care team. *From Senior I was promoted to a Trainer for our Customer Care Dept. at School Specialty at which time we implimented and trained a new operating system. I trained up to 50 people at a time to operate this new system.*I was then promoted to Customer Care Manager. During my time as a Customer Care Manager and the Credit Team Manager. At one point I was managing up to 40 Advocates with the help of a Supervisor. *I have implemented a work from home program from the ground up, working with our BT department and Internet companies. I have written standard work processes, worked with our HR department and Attorney to establish agreements and policies. We now have approximately 40 people working out of their homes. Our hope is to have 60 home by April 2012. *My team has improved productivity and accuracy of phone calls since I have become manager. It is a focus for us to achieve good productivity and accuracy numbers through coaching.