Collaborated with the talent acquisition team to formulate a job posting strategy that will attract top tier talent through multiple channels including traditional job search sites as well as targeted ads and marketing campaigns. Assist with the development of training needs for new associates to ensure vertical start up.Responsible for high volume contact center recruitment of classes of 100+ reps at a timeExempt and Non-Exempt total compensation negotiationExpertise in Full Cycle Recruitment75% offer to hire ratio

Managed a team of 20 retirement representatives. Led all operational aspects including staffing, training and scheduling to ensure all call center metrics in the areas of customer satisfaction and efficiency are met. Responsible for measuring KPIs in the areas of quality, response time, and customer satisfaction. Managed team capability resulting in improved team member engagement and increased employee retention. Maintained overall top two box score of 89% for team participant satisfactionMaintained team quality scores above 4.5 out of 5 at 93% above standard Successfully reduced average handle time of team by 22%. Team awarded Easy Champion Efficiency Award in October 2017Coaching program coach of the month award in October 2017

Designed and developed a flexible quality platform that included six quality coaching forms for each contact type or line of business. Audited and maintained the quality platform to ensure the coaching forms were current and relevant with call center policy and process. Also responsible for a call center population of over 200 agents, maintaining COPC High Performance benchmark metrics. Maintained over 80% End-User Critical Error Accuracy in a highly technical customer support environment. Managed a group of seven internal quality specialists. Under my supervision, the team exceeded service metric which measures successful coaching sessions per day, per agent by more than 25% consistently.

Responsible for collaborating directly with the Operations Manager to plan, coordinate, implement and conduct a comprehensive training program for call center staff. Was a strategic partner in re-patriotizing the customer care department and opening a call center which included on-boarding and continuous development of agents covering all aspects of training needs to facilitate the delivery of exceptional standards of quality, service and product knowledge. Measured training activities to ensure business performance was positively impacted and then assessed and reported on training effectiveness to identify training gaps. Developed new training content to address any issues found.

Conducted orientation of product and service processes to new team members in three separate remote call centers in India and the US with an agent population of over 500. Maximized call center representative effectiveness by ensuring representatives had thorough knowledge of products and services. Also responsible for utilizing available software/hardware applications promoting reinforcement coaching for all call center staff resulting in increased call quality, first call resolution and the improved customer experience. Identified developing trends impacting service levels both at the program and the service delivery levels and recommended corrective action.

Responsible for balancing and prioritizing customer needs and responding accordingly via email, chat and telephone. Used Interactive Intelligence and Cisco systems with both hard and soft phone configurations. Demonstrated technical expertise by assisting a customer base of over 1.5 million customers with complex software issues all while establishing a good rapport. Utilized Bomgar and GoToAssist to remotely access customer computer systems, solving problems more effectively and efficiently. Recorded all customer interactions in CRM based software including ServiceNow, RightNow and Talisma. Maintained a CSAT and FCR rating above the call center average for six consecutive months before being promoted.

Responsible for opening, closing and operations of the stores managed on a daily basis. Managed a team of 20 or more associates inclusive of creating a weekly schedule to effectively use designated payroll while planning for proper coverage during peak business hours. Developed strong relationships with customers and vendors over a seven year span resulting in repeat business and large profitable wholesale orders. Collaborated with management to create new merchandising techniques that maximized product placement and minimized shrink.