Process all customer returns from start to finish. Enter return requests and send confirmation within 48 business hours. Approve customer credits upon arrival of returned merchandise. Process all claims involving damaged merchandise during transit. Process replacement orders for customers. Process all custom label orders-enter and manually create labels to fill orders. Key Contributions:  Make final decisions on return requests-approve/deny claims. Work with warehouse manager to inspect returned merchandise and assess state of items. Work with department/outside leaders to resolve customer account issues in a timely manner.

Manage and maintain call center to reach expected service levels. Coach customer service representatives to provide customer focused information about products and services. Plan staffing levels to overcome increased call volumes and customer follow ups. Conduct weekly call audits to make sure representatives were adhering to all call flow processes and procedures. Resolve all escalated customer complaints within a 24 hour time frame.Key Contributions:  Manage staff to maintain customer account targets on a daily basis. Assist in implementing a new internal database to the customer service team-Daybreak-. Work with department leaders to resolve customer account issues in a timely manner.

Responsible for daily supervision of 60 representatives, and help monitor and run the day to day duties of the Welcome Center. Provide daily direction and communication to staff so that all calls are made and answered in a timely, efficient, and knowledgeable manner. Track productivity of team and work with each representative to ensure daily goals are achieved while making sure the department’s assigned workload is fully balanced and accurate. Key Contributions: Provide input for tracking mechanisms and reports for performance indicators. Monitor representatives calls and required paperwork to ensure quality and accuracy. Monitor weekly payroll, prepare and administer performance evaluations, and conduct interviews for hiring of new staff. Communicate with different departments/facilities daily to resolve or report customer/technical issues. Contributed to department exceeding and meeting monthly/yearly enrollment conversion goals.

Responsible for a call center of 75 representatives, and help manage and run the day to day duties of a multi-state call center hub. Monitor and maintain call center and internet software to reach expected service levels. Monitor employee performance to identify strengths and skill gaps and provide ongoing coaching, feedback, and disciplinary action as required. Motivate employees for increased results with customer satisfaction/call statistics while promoting and fostering a team environment that focused on the consistency of policies. Key Contributions: Defines expectations and set goals defined by departmental key performance indicators. Managed the Dispatch Team to ensure customer service orders were scheduled, serviced, and resolved in a timely manner. Work with store managers, warehouse, and delivery teams as needed to communicate and resolve customer issues. Utilize effective hiring techniques to reduce department turnover. Ensure monthly/yearly performance reviews were prepared and administered within established time frames. Utilize skill based routing for customer service representatives, resulting in higher first call resolution.