• Spearheaded strategic initiatives resulting in a remarkable $15 million surge in revenue by orchestrating an extensive expansion of the client base across the Midwest Region, encompassing states such as IA, IL, IN, KY, MO, and OH.• Implemented targeted strategies to identify and acquire high-value accounts, resulting in the addition of key clients, significant revenue growth, and client retention.• Fostered robust partnerships with retail partners through proactive engagement, coordinating a spectrum of activities including regular meetings, dynamic sales presentations, immersive product demonstrations, engaging table days, and impactful side-by-side selling events, resulting in strengthened market presence and accelerated sales growth.

• Supervised 2-4 offshore training specialists from vendors, ensuring meticulous adherence to company policies and procedures. Provided ongoing, well-documented coaching to uphold performance standards and foster continuous improvement via virtual support and quarterly site visits. • Collaborated closely with the Vendor and Operations Management to set clear contact center performance objectives, driving relentless efforts toward enhancing employee productivity and customer satisfaction.• Assumed responsibility for managing risk in strict alignment with company compliance standards, conducting comprehensive quarterly audit site visits to mitigate potential issues and ensure adherence to regulatory guidelines.

• Successfully trained over 200 employees on various campaigns and client services, resulting in increased productivity and improvement employee satisfaction rates within one year. • Developed and implemented a comprehensive customer service, collections, and retail training program to improve the brand reputation, customer retention, and technical skills. • Streamlined the onboarding process for new hires, reducing the average time-to-productivity and decreasing employee turnover.

• Managed 10-16 employees ensuring company expectations and policies are upheld.• Motivated employees ensuring the atmosphere remains energetic.• Aided in the development of employees' hard and soft skills.• Resolved customer or retail partners' problems quickly and created alternative solutions.• Monitored and provided constructive feedback for 10 -16 employees daily.• Provided recommendations to Management on improving internal business processes and procedures.

• Trained and coached sales associates on the day to day processes.• Aided in troubleshooting POS issues.• Provided situation and evaluation analysis.• Demonstrated strong analytical skills and high attention to detail accuracy.• Escalated retailer issues directly to IT or the appropriate department.

• Data entry for customers/ retailer’s personal and contact information.• Balanced multi-tasking including taking phone calls, responding to emails, and underwriting customer applications. • Attained the ability to effectively articulate protocol and guidelines.• Effectively and efficiently navigate supporting CRM tools and articulated product knowledge to consumers and retailers.• Supported and aided my peers in customer escalations.