· Administrative duties such approving timecards and tracking vacation and attendance for my eight team members· Hiring, training, and developing call center representatives for the Membership Services Department· Create monthly coaching plans for each team member by monitoring metrics and making observations through side-by-sides, Live Call Monitoring and grading recorded calls· Grade five calls and ten file audits per month, per team member, to assure quality of calls and invoice payments are being met · Take calls to deescalate when the customer is upset or needs additional explanation to understand a decision that has been made· Having difficult conversations with team members when expectations are not being met· Taking on special projects such as being the change champion for migrating the company from Windows 7 to Windows 10While learning the job duties:· Answer 50-100 calls daily for membership and towing which included selling and servicing memberships, taking dispatches for disabled vessels on the water or disabled boat trailers on the road, and answering questions regarding our BoatUS Foundation· Pay 50-100 invoices monthly to TowBoatUS Towers and roadside providers who assisted our members with towing needs· Attended classes to learn company policies as well as leadership and communication skills

· Complete monthly checklist to ensure the direct bill policies are in order· Analyzed departmental documents to reconcile FAB systems to bank statements· Complete monthly reconciliations and journal entries to ensure our insurance agents are being paid the correct commission amounts · Take on special company projects such as comparing, reconciling, and completing journal entries to match our old journal entry systems to a new system

· Worked directly with all Creighton University departments to match students with open positions to achieve full employment· Compile financial records for 350-450 students and evaluate remaining needed documentation