• Leading and guiding CS team with resolutions to site problems and customer concerns• Manage ada AI agent by creating articles and adding to the knowledge base on a regular basis.• Weekly reporting for both CSR's and ada performance• Montly 1:1's to review performance of each CSR and discuss goals• Work closely with e-Commerce team to maintain site functionality from customer and agent feedback

• On the spot quality assurance and problem-solving. • Responsible for providing product knowledge to current and potential customers. • Wide array of product knowledge including Rx eye/sunglasses, sunglasses, helmets, and snow goggles.• Work closely with Rx lab and customers to streamline ordering to delivery• Created a training SOP for Rx focused questions• Tickets and phone calls with customers to assess and resolve product issues

• Responsible for overseeing a staff of 50+ employees. • Responsible for developing, coaching, and scheduling employees. • Facilitated monthly advocate performance reviews, rotating between 7-10 different employees a month. • Monitor and managed 100 person call and chat queue to ensure efficiency in customer retention. • Implementation and advocate training of multiple CRM systems (HelpDesk, LiveChat, ZenDesk, Comm100, Kustomer).• Implemented de-escalation training used for new hires.• Handled 7-10 escalated issues a day with a 98%+ success rate which resulted in a reduction of canceled orders.

• Managed a staff of 13-17 employees including oversight of 4 assistant managers.• Facilitated all management and employee training.• Responsible for maintaining proper staffing levels and work schedules.• Played a key role in developing and implementing employee standard operating procedures to improve efficiency in daily tasks and sales techniques.• Streamlined all products carried and sold while maintaining efficient inventory levels. • Researched and implemented competitive market pricing. • Provided extensive and detailed support and knowledge to all new and returning customers helping in retention and customer growth.