I thrive in chaotic and reactive environments where a combination of smart, nimble processes and superstar team members keep the wheels turning and deliver customer satisfaction. PROCESS IMPROVEMENT: Reduced data entry error rate to less than 1% through simplified procedures and quality review. Efforts as a production project manager led to a 40% lead time reduction in less than six months. Established detailed process documents that were previously nonexistent, enabling streamlined task completion and improved adherence to procedures.CUSTOMER CARE MANAGEMENT: Improved overall service level by average margin of 10-24%. Increased weekly call evaluation scores to average level of 90%. Restructured low-performing team by assessing staff capabilities, replacing poor performers, implementing streamlined processes and introducing new training programs. Guided a team toward top honors for quarterly NPS/CSAT surveys.TRAINING SPECIALIST: Designed and facilitated multiple customer service, product knowledge and technical support training resources. Restructured training programs to be more thorough and comprehensive, while still adhering to a two-week time frame of training completion.RELATIONSHIP MANAGEMENT: Constant interface with key client contacts at product marketing trade shows. Serve as primary account support contact for executive sponsors with Fortune 500 companies.PROJECT MANAGEMENT: Completed critical product quality project two weeks ahead of schedule, which included hiring, training, supervision and daily reporting to executive management. Completed a research project and strategic plan to increase revenue and identify wasteful processes via data analysis, value stream review and employee feedback.