• Worked closely with Technical Operations and Support Center leadership on projects to optimize efficiency, boost employee engagement, and increase Net Promoter System (NPS) scores. Played key role in streamlining order management, task efficiency, and special projects.• Launched the Tasking platform to the Technical Support Center (TSC) and the Central Division Field Ops Technicians. Achieving a 5% reduction of call volume over a 6-month period.• Developed onboarding plans and processes for 250 new hire agents for the TSC.• Monitored and tracked new hire progress providing feedback to new hires and department management.• Achieved the following results in Employee NPS metrics over two years (goal: 80%), with participation at 87%, 98% Workplace Favorability, and 85% Motivation Satisfaction.• Elevated Annual Employee Satisfaction Survey (Your Voice) scores by an impressive 34.4 points year-over-year.• Surpassed 2022 Department Key Performance Indicators: Schedule Adherence at 96% (goal: 90%), Call Quality at 95% (goal: 92%), and First Call Resolution surging to 85% (goal: 78%).• Maintained real-time oversight of inbound call and chat work queues, consistently achieving, and sustaining service level requirements exceeding 90%.• Managed escalated client issues and inquiries, applying decisive problem-solving skills to ensure timely and effective resolutions.• Conducted employee performance

Assistant Store Manager focusing on 2 specific departments - Photo Center and Wireless