Served as site point of contact for integrity referrals. Verified validity of referrals and investigated claims with agents and union representatives. Partnered with peers and upper management on the outcome of investigations and delivered recommendations based on collaboration with upper management. Provided coaching, training, or corrective action based on fact-finding.

Led and mentored 1-30 agents daily to meet company goals and guided and coached conflict resolution. Coordinated day-to-day operations, including directing efforts, providing technical guidance, and reviewing progress and accuracy of work. Managed HR situations, interviewing, hiring, FMLA cases, ADA job accommodations, and everyday issues.• Established key performance indicators that were meaningful, accurate, and timely. Managed, measured, motivated, and instructed performance of current and future business requirements, while communicating relevant information to management.• Achieved smooth departmental operations by using multi-tasking, analytical, verbal, written, and interpersonal communication skills with agents and customers.• Provided cross-functional training, 1-on-1 training, workload balancing, and constructive performance feedback, leading to an overall balance score of 105%+.• Promoted full cross-functional collaboration within the company, helping to quickly resolve customer issues from billing to service-related concerns. Utilized data-driven decision-making and analytical skills to enhance and improve system processes and procedures while soliciting feedback for future opportunities.• Guided team success by spearheading a manager mentorship program for new managers, leading training for new products/features, and working on skill transfer with peers and employees.

Managed You Can voluntary sales program within Qwest for the Northwest Territory (ID, OR, and WA). Maintained working relationships with state presidents, network vice presidents, area sales managers, regional sales managers, and vendor leaders to drive internal and external sales of non-commissioned employees. Oversaw end-to-end order process with recommendations of products based on customer needs. Served as point of contact for escalation of service issues from state presidents.• Enabled team to generate $10.9M in revenue per quarter through mentoring, role-playing, and skill transfer.• Drove $43.6M in yearly sales.• Partnered with 5 elementary schools in Washington State to promote the YOU CAN program.

Nesting coach for training classes during 10 day assessment, coaching assistant for 13-20 new sales consultant coming out of training to the sales floor. DSL System Matter Expert: Support office of 300 sales consultants monthly for DSL, PCS, packages or any subject needed. Take escalations and help on matters of MSN DSL and Qwest DSL. Use of sales and service techniques for sales of all product that Qwest sales. Past Coaching assistant and PCS SME. Help consultant obtain high service levels while maintaining sales objectives.

Assisted customers with billing, new service, and technical concerns. Executed end-to-end process of ordering and maintaining services. Drove conflict resolution to de-escalate customer issues.