• Taking calls in a fast-paced, high-volume call center environment. • First point of contact for customers, proactively problem-solving, and documenting needs. • Lead team of Level I OEM Support Reps. • Performs to and maintains acceptable performance levels in relation to call statistics, call quality, and overall customer satisfaction. • Reporting and Quality Assurance. • Training New Hires.

-Recruit and manage 75+ temporary employees-Complete all necessary paperwork for all worker's compensation claims-Payroll and timecards-Advertising/recruiting for open employment opportunities-Build rapport with Clients by taking orders, providing status reports, and resolving conflicts-Background checks and drug screens for prospective employees-Performance reviews-Manage application process and audit completed applications-Payroll and timecards-Train and coach the office staff in all aspects of their job-Manage and audit employee personnel records-Audit quality of temporary employee placements-Facilitate the Client Handoff Process to obtain Client-specific requirements

Responsible for all activities relating to medical device order data entry, product returns, new accountprocessing, providing support to current and prospective customers, providing support to salesfield, and coordination/logistics of capital equipment.Communication via phone/email/fax to patients and physicians.Generation of contracts and proposals.Maintaining mobile inventory and assisting with processing utilization activity reports and mobiletreatmentsMaintaining mobile inventory and assisting with processing utilization activity reports and mobile treatments.

Supervised full-time, temporary, and independent contractor personnel to ensure timely and professional response to incoming client inquiries and consumer mail.Coordinated procedures and workflow ensuring high quality performance and productivity, along with exceeding turn time objectives.Scheduled & hired correspondent personnel, predicted staffing requirements and work hours required.Provided development to all staff, with direct report of 25 employees.Compiled billing to clients according to contract.Reported and reviewed all dollars for budget purposes and cost analysis.Compiled and conducted performance reviews for direct reports.Maintained a thorough understanding of all project & system requirements and capabilities.

Coordinated and conducted the physical inventory of warehouse.Adjusted inventory quantities based on cycle count results.Provided development to all staff, with direct report of 3 employees.Conducted Slot/SKU reviews to ensure data integrity.Developed and maintained reporting to ensure a high level of client satisfaction and cost avoidance.

Managed client relationship with four Fortune 500 companies in the execution of marketing and promotion fulfillment programs. Held financial accountability that included revenue growth, cost control, billing, and overall account profitability for assigned client accounts. Played consultative business partner role with clients to enhance their marketing efforts. artnered with and supported Business Development professionals to develop annual business development plans and to identify and capitalize on new business opportunities. Developed solution proposals to client issues and delivered client satisfaction. Monitored budgets, costs, efficiencies, and invoicing. Proactively participated to ensure best practices in account management were implemented to achieve exceptional client service levels in an efficient and cost-effective manner. Developed thorough understanding of the business of promotional marketing principles, concepts, and execution processes.

Held financial accountability that included revenue growth, cost control, billing, and overall account profitability for assigned client accounts.Played consultative business partner role with clients to enhance their marketing efforts.Partnered with and supported Business Development professionals to develop annual business development plans and to identify and capitalize on new business opportunities. Developed solution proposals to client issues and delivered client satisfaction.Monitored budgets, costs, efficiencies, and invoicing.Proactively participated to ensure best practices in account management were implemented to achieve exceptional client service levels in an efficient and cost-effective manner.Developed thorough understanding of the business of promotional marketing principles, concepts, and execution processes.; personnel to ensure timely and professional response to incoming client phone calls.Provided development to all staff, with direct report of 100+ employees.Accountable for the operational excellence and efficiency of the call center including: achieving service level and quality standards and ensuring that financial objectives are met.Developed and coached the Call Center Supervisors, Group Leaders, the Trainer/QA Specialists; included is assessing the need for, and the coordination of training requirements for new and existing clients.Identified opportunities for improvement and managed the process of innovative change effectively.Maintained payroll, incentive program, billing, and system reporting.

Conducted new hire, ongoing, and remedial training of call center representatives.Created and maintained the Account Overview documents that ensured consistent training and handling of incoming client phone calls. Coordinated and organized training schedules and curriculum.Monitored employee progress in order to assess if additional training/development was required.Monitored phone calls and scored call center representatives, providing feedback in order to accomplish client service levels and meet quality goals. Encode checks and process credit cards, prepare daily bank depositsAudit Daily Cash Summary reports for discrepancies/errors