● Created and developed a department of 70 elite problem solvers through internal and external recruitment; these individuals were tasked with focusing on strategic business development, customer satisfaction, social media support, chat and email support, loyalty programs, executive escalations, public relations resolutions and home damage claims● Developed cross-departmental rapport, while working on overall company improvement; this improvement included increasing 20 transactional NPS company-wide● Assisted in improving overall customer satisfaction and transactional NPS scores by over 20, through NPS implementation, efficient departmental and detractor communication, and solution implementation● Effectively managed and projected expenses to stay within allocated $3M departmental budget ● 2014, 2016 and 2017 Stevie Award winner for best use of social media and escalation team● 2016 ICMI Global Contact Center Award finalist for social media ● 2017 Stevie American Business Award for Customer Service Team of the Year● Directly manage over 60 employees and assist in managing a unit of over 600 Customer Care employees; these employees consist of an assistant manager, supervisors and customer care associates ● Successfully implemented processes and procedures to improve operational efficiencies and bolster customer care, these included NPS systems, Salesforce, LiveAgent, self and email support, as well as company recognized social media best practices ● Supervise daily performance of all employees to ensure customer satisfaction ● Provide assistance to sales and services teams and design strategies to ensure success of business operations● Analyze customer requirements and ensure timely resolution of all issues● Cultivate and maintain close client relationships through consistent communication and exceptional customer service● Troubleshoot organizational deficiencies and implement lasting, customer-centric solutions

● Prepared and evaluated CRM reports to identify areas of improvement● Managed communication with a team of 14 leaders to maintain clearly defined expectations and goals, regarding areas such as attrition, training and development, quality assurance, scheduling, AHT and FCR call center metrics, progressive coaching and reoccurring departmental meetings ● 2013 ACE Award winner for best use of customer feedback; this award recognizes outstanding achievement in customer experience and is measured through an organization’s commitment to listening to the Voice of the Customer and driving change that will deliver a world-class customer experience● Oversaw training and development of 14 fellow supervisors, this training was targeted at developing supervisors for a leadership role within the company; and out of 14 participants, 2 were promoted into management and 3 into assistant management ● Monitored daily operations of a high volume call center ● Managed customer feedback and implemented conflict resolution practices, as needed● Supervised a team of 20 professionals and successfully implemented company recognized training and development programs● Maintained and enhanced customer services by organizing and evaluating service initiatives, delivery systems and company procedures● Analyzed data and statistics to improve customer service protocols● Utilized social media to respond to customer complaints, praise and feedback● Provided employee training and development on company systems, customer service procedures and best practices● Maintained thorough knowledge of new company products and services to ensure optimal customer service and support● Created and managed reports on overall customer satisfaction and experience● Trained agents on how to adequately address problems over the phone and/or how to write appropriate customer care correspondence● Collaborated with management on customer service initiatives and standards

● Managed full cycle recruitment and retention of customer service representatives ● Handled customer complaints and addressed customer feedback in a timely manner● Played a key role in receiving two J.D. Power awards for customer service, customer communication, call efficiency, customer assurance and support ● Maintained and enhanced customer services by organizing and evaluating service initiatives, delivery systems and company procedures● Analyzed data and statistics to improve customer service standards● Utilized social media to respond to customer complaints, praise and feedback● Provided employee training and development on company systems, customer service procedures and best practices● Kept abreast of new company products and services to ensure a smooth flow of operations● Isolated and identified areas of operational improvement● Trained agents on how to adequately address customer support discrepancies, while maintaining an exceptional level of customer service and efficiency

• Created marketing and social media campaigns and strategies, including budget planning, content ideation, and implementation schedules• Ensured brand consistency in marketing and social media correspondence through cross-departmental collaboration, advertising, product development, and brand management• Provided cross-departmental training and guidance on social media implementation best practices and strategies• Collected customer data and analyzed social media interactions; this information was used to create comprehensive reports and to improve future marketing strategies and campaigns• Reported social media trends and activity to internal marketing teams• Expanded company social media presence into new social media platforms, and increased presence on existing platforms, such as Facebook, LinkedIn, Twitter, and Instagram, etc.• Researched and monitored activity of company competitors• Created and distributed engaging content in the form of e-newsletters, blog posts, and social media messages

• Conducted customer service training, as well as personal development and cross-departmental training, as needed• Worked closely with upper management, supervisors and employees to identify training opportunities and execute department or skill specific training accordingly

• Answered inbound calls and ensured customer satisfaction, through warm and hospitable customer service and greetings• Acted as an escalation resource on the call floor for all customer discrepancies• Handled all customer phone, email and in-person inquiries in a courteous and timely manner• Performed calling plan analysis and recommended plan changes/migrations• De-escalated calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company• Provided Floor Support for colleagues by answering questions, providing feedback and direction, assisting with systems issues, and troubleshooting customer complaints• Offered upgrade recommendations based on consumer needs and historical equipment usage, to assist with company retention and growth goals

• Provided excellent customer service through phone, e-mail, and chat services on a daily basis• Served as liaison between customer support team, management and clientele to improve customer service and business productivity• Ensured customer satisfaction by meeting customer needs in a courteous and timely manner• Tracked, followed-up and resolved outstanding customer issues in a timely fashion• Developed customer service programs and customer support initiatives according to company standards and best practices• Assisted in customer support training and service improvements• Communicated customer feedback to marketing teams and assisted in developing customer service processes accordingly• Maintained weekly reports on customer inquiries, responses and feedback; this information was used to develop customer service analytics and trends