• Responsible for the day to day operations, coaching, supervise and development of a cross site team whose primary function was to provide high quality customer service, reach service goals and maximize customer satisfaction at stores and Ecommerce levels.• Directly managed, motivated and developed with accountability process for a team of up to 20 call center reps.• Responsible for maintain SOP, training, coaching, quality assurance and mentoring customer service staff. • Monitor and analyze weekly call center KPIs for both calls and emails, VOC, customer escalated complaints and coordinate corrective action plan when necessary as well as translating this information with executive team.• Help identify situations of potential fraud and collaborate with LP to investigate. • Serve all representative from call center and customers to address cross functional issues between stores, Ecommerce, and marketing in a prompt friendly manner via phone, email and social media.• Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality. Within six months, improved abandon rate from 7% to 4%• Manage the financial department expenses by ensuring they met operating plan. • Maintain effective business relationship with key internal staff across stores’ district managers and distribution center in order to sustain customer satisfaction.

Managed the organization's Learning and Development Center by coordinating and scheduling all courses with instructors and customers and traveled to participate in company events to promote and create awareness of the training center. Served as the Customer Centricity Event Manager by planning, coordinating, scheduling and managed the execution of the Houston site events from start to finish and made sure all customer visits and events met all expectations. Partnered with the sales team and business director to develop and redesign a value proposition for the Customer Loyalty Program for existing customers and attracted new members.

Managed a team of 12 agents to achieve service objectives and maximize customer satisfaction and successfully process 4,500 + orders monthly. Responsible for recruiting, hiring, training, coaching and mentoring of customer service staff. Managed weekly and monthly customer service metrics by monitoring and analyzing abandoned calls, call volume, handled calls, and customer complaints.Strengthened relationships with key internal staff across shipping, manufacturing, demand, and quality assurance departments to optimize customer service processes and procedures. Maintained effective business relationship with key accounts and visiting their operational environments.Reviewed and approved return material authorizations (RMA) through Sales Force.

Provided excellent customer service by providing product and service information. Entered an average of 200 orders weekly and an average of 300 handled calls. Responsible for providing a 2 month forecasting report on a monthly basis of 6 key accounts.Analyzed and interpreted customer demand to ensure seamless alignment with production on upcoming orders.Maintained customer records by updating account information obtained during follow up calls/emails.Assigned to maintain 17 Key Accounts.

Resolved product and service issues by clarifying customer's complaint; determined the cause; selected and explained the best solution and followed up to ensure resolution.Attracted potential customers by answering product and service questions; Follow up on new leads and referrals from internet inquiries.Maintained customer records and handled all incoming calls.Opened customer accounts by recording account information.Oversaw the logistics, planned, coordinated and executed company events.

Responsible of executing marketing promotions for key accounts. Managed a team of 50+ ambassadors including recruiting, hiring, training and supervising. Organized, planned, coordinate, supervised and executed special events with distributors and event promoters.