-Lead CS management team in directing 40-60 call and service center agents to meet/exceed productivity KPIs and SLAs -Developed team leads into coaches and guided them in launching an escalation tracker with meaningful customer analytics and individually coaching call center agents to better handle escalated callsPushed team to achieve 60% reduction in volume of escalated tickets within department with escalation 360 tracker program.-Transformed productivity levels of entire CS department, resulting in a decrease of abandonment rate of17% to 7%. While increasing CSAT score by 1-4%-Improved queue wait time to 57% (down to 60 seconds) -Built and empowered diverse team with complementary strengths, fostering a culture of proactive communication and inclusivity, and developing and promoting members to advance performance, capabilities, and careers. -Took on social media management, guiding team to translate customer feedback into action items to drive improvements and increase customer satisfaction.Partnered with senior leadership, operations and director of sales discuss productivity to map out monthly goals for CS team. -Deliver production results to senior leadership on a Bi-weekly basis. -Coached team to deliver great results, positioning business on upward trajectory aligned to market demands amid Covid climate through remote leadership, leveraging data analytics for greater visibility into service effectiveness and CSAT. -Positioned agents who excelled KPI's into promotions to Team Leads and positioned Team Leads who to become Managers. -Built and launched a scalable customer success program from the ground up (new business model with tech-driven service center, warehousing, and full-service remote/onsite support). Directed every element from vision and strategic plan, building leasing, space design, build-out, negotiations, tech integration, to functional operation with successful launch in January 2021.