• Managed 10-15 Inbound Membership sales associates answering calls for new customer acquisition and renewals• Actively managed employee qualitative and quantitative performance results• Support and drive performance results for various seasonal marketing initiatives designed to increase and meet quarterly and yearly acquisition and renewal targets • Coach and develop employees to achieve and sustain monthly target expectations• Audit performance for adherence to sales ethics and providing an exceptional customer experience

• Lead a team of 22 Customer Care Associates, 3 Team Leads and 1 Administrator. • Acted as first point of contact for all customer service escalations.• Participated in monthly client business review meetings for small to medium accounts addressing key performance indicators.• Interfaced with clients and their customers, ensuring their programs are executed to their satisfaction and resolving any issues related to the delivery of their services by working closely with internal departments to develop specific client/customer solutions.• Evaluated workflow and suggested improvements to maximize internal efficiencies and resources. • Bridged external/internal communication by actively managing the Customer Care client relationship.• Identified opportunities to coach and develop low performance associates on tasks to meet or exceed department objectives by focusing on quality, efficiency and superior customer service training.

•Managed the Outbound Contact Centre group and liaison with the appropriate departments or individuals to increase capability and effectiveness with inside sales and marketing initiatives. •Manage and motivate direct Inbound Customer Service Representatives •Conduct appropriate levels of performance monitoring to ensure that employees are receiving the feedback and coaching necessary •Identify individual performance issues. Plan and implement•Schedule, plan and facilitate one on one and team monthly meetings with staff.•Continuously analyze departmental and team activities for productivity and effectiveness using call management systems, key business indicators, metrics and analysis/planning tools. •Prepare and revise, as necessary, department policies and enlist support of Manager, team members and other departments, as appropriate, to develop and implement process improvements

•Manage all aspects of the team including: quality reviews and appraisals, succession planning, goals and objectives, escalations, implementing motivational team meetings, training, and handling any necessary disciplinary action. Manage administrative functions such as attendance and punctuality, vacations, scheduling as well as payroll.•Analyze data for improvement with call monitoring, identify inefficiencies impacting customer satisfaction, service accessibility, and overall team performance