• Manage a support team ranging from 15-28 agents; successfully transitioned program from in-office to remote model in March of 2020. • Since March of 2020, overseen the implementation of a virtual training program and onboarding fully remote agents. • Cultivate and maintain client relationship through daily updates and effective communication• Oversee staffing initiatives to meet staffing needs for current models• Coordinate training and QA processes to proactively encourage agent development• Maintain KPIs as mandated by client expectations• Responsible for maintaining and reporting financial data to Account Executives and Client• Compile and present quarterly business review to client executives

- Responsible for providing supervisory support in maintaining service expectations set by the client- Provide team support to my peers and front line agents. - Fullfill the role and responsibilities for the client's Client Services division - Handle direct communication with the client and their clients as it relates to customer inquiries, accounts payable, and contract support. - Address and resolve difficult customer escalations in accordance with the quality standards set forth by our client.

- Responding to inbound customer inquiries over the phone, via social media, and email with the goal of obtaining a first contact resolution. - Meeting client expectations for customer satisfaction within quality and efficiency standards