- Managed escalations involving refunds, billing discrepancies, critical customer feedback, and complex service issues, collaborating directly with site managers to resolve cases efficiently.- Played a key role in customer retention by addressing service concerns and billing issues promptly, fostering positive customer relationships.- Provided insights on customer trends and feedback to inform marketing strategies and promotional campaigns, helping to drive customer engagement and satisfaction.- Utilized key performance indicators (KPIs) and metrics to monitor team performance, improve processes, and ensure high-quality customer service.- Supported marketing initiatives by coordinating with site managers to promote loyalty programs and special offers based on customer data.- Coached team members to enhance problem-solving, communication, and customer engagement skills, ensuring a consistent and positive brand experience.

Collaborated with a licensed psychologist to conduct state evaluations, ensuring accuracy and timeliness of assessments.Scored and interpreted psychological assessments, converting raw data into actionable insights for diagnostic and evaluation purposes.Developed and implemented online versions of previously paper-based assessments, streamlining data collection and improving efficiency.Applied statistical and mathematical techniques to analyze data, generate standardized scores, and produce comprehensive reports.Maintained confidential records and ensured data integrity in compliance with ethical and legal guidelines.Supported the psychologist in preparing evaluation summaries and recommendations based on quantitative and qualitative findings.