Monitors, coaches and supports incentive programs to motivate staff towards achieving results; supports staff development of call handling skills.  Provides leadership and direction while maintaining team morale.Ensures staff performance, quality, productivity and attendance standards are met; posts statistics as appropriate.  Follows up by monitoring progress and results and taking appropriate counter measures.Encourages continuous improvement; involves others in planned process improvement efforts and measures; encourages/coaches individuals to follow a systematic improvement process.Participates as a member of the supervisory team, cooperates with peers to build consensus and share responsibilities.  Contributes to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions.Assists human resources by interviewing prospective candidates and processing voluntary and involuntary terminations. Maintains attendance records, processes employee paperwork, submits payroll information as required and to support administration in an accurate and timely fashion.Provides meeting leadership, management, and facilitation; prepares for meetings in advance and follows up with a complete meeting record to participants.Supports department projects as needed including any special assignments/working hours.Good business and analytical problem solving skills.  Strong communication skills. Ability to work independently.  Ability to follow oral and written directions.

Corporate customer escalations.● Retention support calls, business sales solutions, and online company marketing.● Managed call center over night for 24 hour customer technical support.● Quality assurance and coaching of retention, technical and customer supportagents.● Met all metrics and succeeded in quality goals.● Client-focused customer support.● Training and development of agents on processes and procedures.● Creative problem solving.● Experience in written and verbal communication and support.

Responsible for all daily vendor sales and inventory totalling more than $1million.● Visually appealing and effective displays for the entire store.● Held each team member accountable for achieving company policy back roomconditions.● Recruited, developed and retained retail talent for multiple store locations.● Successfully managed three other departments throughout multiple storelocations.● Head corporate of training and development of new Inventory Control Managers.

Managed wide variety of customer service and administrative tasks.● Train new retention specialists on company service policies and services.● Resolve an average of 75 retention and customer support calls daily.● Exercise sound judgment issuing credits and making exceptions to refund policies.● Interim trainer of new hire and transitioning to retention 8 week course.

Responsible for all time cards, individual and team evaluations.● Determine precise specifications of refurbished cellular equipment.● Handled all hiring, development, and terminations for technical support team.● Lead company liaison for all off campus contracted jobs and cellular installations.