Supervised and trained a team of customer service representatives on order processing, handling various customer inquiries, and standards for quality customer calls. Monitored activities within the department and adjusted workflows as necessary to maintain service levels and to hit performance goals. Developed inbound call quality standards with the department Manager, monitored inbound calls for quality assurance, and coached the customer service representatives to improve performance.Gathered and shared statistical information on individual and team performance with customer service representatives and Customer Service Manager.Helped to develop key performance metrics to measure team performance. Developed a database for analyzing CSR and team performance metrics. Assisted in the implementation of a new service by creating written processes for handling requests for quote, recording opportunities, and reporting statistics on sales performance to management.

Created a manual of standard work for the customer service department which was used as a training manual and as a baseline for continuous process improvement. Acted as a mentor for new trainees engaged in on-the-job training.Continued responsibilities as a CSR with the addition of three National Accounts

Processed customer orders, requests for returns, credits, and debits. Navigated a large volume of inbound calls while managing a territory of 6 states, 3 Outside Representative Agencies, and 2 Salesmen.

Supported the customer service department with administrative tasks. Answered calls from the operator line.