Responsible for developing, implementing, editing, and updating:- Standard operating procedures- General process documentation- Technical instructions (manuals) including, but not limited to: Clarifying job responsibilities, system programming, product’s features and benefits. - Responsible for implementing standard documenting procedure which includes investigating/researching all necessary material to properly implement and update Standard Operating Procedures, including but not limited: Communicating with Department heads, product owners, management.- Make training recommendations through analysis, based on an understanding of Company and department specific objectives to optimize staff. Recommend changes in training and development when appropriate. -Track department projects/goals to ensure deadlines are met and hold others accountable to deliver expectations.

Manage a team of remote and onsite employees; coach and build team members on developing their own leadership, training and coaching skills.; Develop and write curriculum for EquipmentShare's Customer Support team; train employees on programs, processes and procedures; develop a quality assurance program for the Customer Support department; monitor and coach employees on improving quality of service and improving customer satisfactions.

Promoting and selling Club Memberships/ credit cards; printing credit cards while adhering to compliance and federal regulations for credit card sales; explaining Club Membership details and rewards programs to customers; promoting Club credit card usage; assisting with Club Loyalty Promotion Nights, assisting with various customer questions such as viewing transactions, making payments, printing temporary cards, adding authorized users, etc.

Design and create training manuals, practice sheets, and testing for MasterCard's systems as well as the main Banking program (DOS), conduct regular training sessions that teach new employees a specialized skill set combining MasterCard's systems and Customer Service. Assist in conflict resolution, manage new hires and their initial onboarding. Mentor new hires which includes but not limited to: training on computer programs, phone systems, customer interactions and customer centric sales. Conduct mini training sessions to keep employees up-to-date on new policies and procedures. Due to COVID restrictions: created and implemented a new virtual training program along with new group mentoring sessions for phone systems, and customer communication, this program was adapted to all of the cross-training programs as well.

Conducted face-to-face tax interviews with clients; prepared complete and accurate tax returns; increased client retention and offered additional products and services; provided clients with IRS audit support, mentored and supported teammates; provided professional tax advice, kept up-to-date with current IRS changes for that tax season and assisted with marketing to local businesses to grow new clientele.