Duties included:-Manages, trains, and coaches a high performing team of 5 customer-facing customer service agents catering to a client portfolio of 90 - 110 CPG brand partners including DTC and B2B e-commerce customer interactions-Develops team workflows and automation for efficient and effective support experience-Improved customer engagement processes yielding a 90% overall in SLA achievement and overall CSAT scores-Redeveloped communication channels with brand partners to improve customer support relationships, customer satisfaction, and investigate ordering related issues-Collaborates with account management team to develop periodic business reviews and proposals for brand partners-Created custom reporting dashboards to monitor employee performance, improve decision making, and support problem solving-Launched live chat feature leading to an increase in client satisfaction and decrease in resolution time

I joined Whitebox with the understanding that I would be taking over as the sole rep for the client support experience. In the first 6 months, I mastered the support software and developed a new structure for the ticket workflow. Some of my achievements during this period include maintaining 84% customer satisfaction rating for 11 months as a CSS and piloting shipping claims program to return over $6,500 in lost revenueDuties included:-Monitored Amazon, Walmart, Shopify marketplaces to manage feedback, customer messaging, and performance metrics-Followed through on all critical inter-departmental escalations to quicklyaddress issues.

-Management and content creation on social media platforms (Facebook, Instagram, Linkedin, and Twitter). -Collaborated with team members and director to promote events using engaging social media content-Increased personal productivity by implementing new organization tactics and project management tools

-Establishing quality customer relationships-Managing process from initial contact to installation-Acted as point of contact for the installation team on behalf of end customer-Prospecting and surveying

- initiating contact with customers and setting appointments for inside sales reps

FOTC is a Fitness Training Company that provides personal training services as well as boot camp style exercise programs to its clients. My duties include setting up the training area for sessions, providing clients with instruction during sessions, keeping the overall flow and momentum of training sessions, encouragement and inspiration, and cleaning the facility after sessions. This position is coupled with my self taught training in NASM to obtain personal trainer status.

As a Technician, my responsibilities included performing routine maintenance (oil change, tire rotation/replacement) on customer vehicles, replacing damaged or compromised parts on customer parts, and performing warranty tasks on applicable vehicles. I was also responsible for diagnosing vehicles for mechanical and functional issues. When new, inexperienced employees were hired, I was occasionally tasked with the training them in operation of shop equipment.