I was the lead representative for inbound customer telephone inquires, facilitated customer walk-in traffic, processed orders from beginning to end clerically. I was also responsible for balancing the cash box daily, the petty cash box weekly, and completion of weekly deposits. I also completed collection calls to all customers with a balance over their pre-set terms and was responsible for all daily billing process as it related to executed transactions. I was responsible for maintaining all office supplies.

As the production administrator I worked closely with the Production Manager to insure that all materials for jobs were in stock, ordered as needed, as well as working closely with the Sales Manager and Sales people to insure that all custom specifications were obtained in order to produce the highest quality product for the customer. Used Salesforce to track jobs on a daily basis. Assisted in Cost of Goods meetings.

I led a store of 10 people, including sales staff (CSR's), graphic designers, and production staff. I worked closely with the production manager to make sure all materials needed were ordered in a timely fashion. I also handled and resolved any escalated calls or communications with customers. In addition I was the top sales person for that location.

As the senior representative I was responsible for coaching team members on tone, led meetings to present reports to ownership and executive management, worked with software development team on CSG Toolbar and claims system, innovated solutions for problems, handled escalated calls and claims approval, controlled heavy intra-office communication between production, management, and my team. Reviewed and distributed weekly metrics, enforced team hours and individual schedules while maintaining motivation and enthusiasm within the group of 4-5 people, training the group, as well as new hires, with company policy and changes, also wrote Customer Service training manual. Other duties included answering inbound phone calls and email inquiries, along with live on-line chats to assist customers with placing orders, handling any issues with existing orders.