Responsible for daily operations of the contact center. Ensure delivery of a high level of customer support and satisfaction by monitoring key call metrics and analyzing contact center performance in order to identify areas for business process improvement.■ Manage, coach, and motivate a team of customer support representatives to achieve performance goals and provide exceptional service to customers.■ Set performance targets, monitor key performance indicators (KPIs), and conduct regular performance evaluations to drive individual and team success.■ Identify staffing/training needs, develop training programs, and provide ongoing coaching and development opportunities to enhance the skills and knowledge of the support team.■ Continuously evaluate existing support processes and implement improvements to enhance efficiency and customer satisfaction.■ Establish and maintain quality assurance standards, conduct quality audits, and provide feedback to the team to ensure consistent service excellence.■ Handle escalated customer issues and complaints, resolve complex problems, and ensure timely and satisfactory resolutions.■ Monitor and analyze contact center metrics and generate reports to identify trends, patterns, and areas for improvement.■ Ensure adherence to company policies, data protection regulations, and security protocols to safeguard customer information.

Educating dog owners how to have strong canine leadership skills and providing instruction on positive dog training which enables handlers to teach their dog(s) good dog manners, using everyday resources that the dog values, through lecture, demonstration, and practice.

Accountable for creating and maintaining an environment with intense focus on customer satisfaction and professional customer support, balanced with consistent achievement of business objectives■ Provides leadership, coaching, training and professional development to the Customer Care Team, Financial Focus and Targets. ■ Responsible for audit compliant processes from order entry to shipment. Manage all export compliance and standards. ■ Develops and leads continuous process improvement activities.■ Achieves monthly revenue targets in an aggressive sales environment, supporting each area of sales.■ Creates and maintains an environment with intense focus on customer satisfaction and professional customer support, balanced with consistent achievement of business objectives.

International Customer Service and Quality TeamsRecruited internally to turnaround service quality (order accuracy and caller experience) for the North America Call Center, International Division, and North American Equipment Order Processing Department handling ~179,000 orders per year. Provided leadership to seven direct reports including a two-member Customer Service Quality Team. Oversaw compliance with export and Letter of Credit regulations. Provided back-up supervision for North American Parts and Consumables Call Center (~ 25,000 calls monthly). Managed annual budget.■ Developed and successfully implemented annual strategic customer service plan.■ Designed method to capture order processing errors; established performance metrics to drive quality improvements; integrated metrics in employee performance appraisal system; and generated weekly / monthly team performance reports. ■ Created and rolled out a department customer service quality incentive program, nearly doubling the number of employees achieving 100% order accuracy ratings in the first five months.■ Delivered a four percent decrease in order processing errors. ■ Drove a 10% reduction in customer calls reported as “Negative” through team training and 1:1 call management coaching. ■ Improved internal processes to capture efficiencies.■ Reduced International Receivables DSO. ■ Achieved a 24% expense decrease on department budget.

North American Equipment Sales, National Accounts, International Customer Service Built and managed work teams of up to 35 members processing ~23,000 orders totaling. Ensured compliance with export and Letter of Credit regulations. Provided back-up management for North American Call Center operations. Accountable for strategic planning, reporting, and expense management. Prepared and controlled departmental budgets.■ Selected as Leading Edge Award nominee for outstanding customer focus.■ Established a new team within customer service responsible for improving order accuracy and telephone call consistency. Developed and deployed performance based metrics.■ Restructured Customer Service organization to provide enhanced strategic account service.■ Traveled to overseas offices (Antwerp, Shanghai, and Tokyo) to drive process improvements. Rolled out best practices, standardized processes, and significantly improved employee training.■ Recommended hire of dedicated trainer for Customer Service organization.■ Transformed negative variance to positive variance for export freight shipments.■ Achieved a 12% product return reduction by writing / implementing a global returns policy.■ Established incentives to encourage timely payments from international distributors.■ Facilitated call handling and delivered annual cost savings of $60,000 through implementation of an alternative call management solution for field sales and service.

Accountable for performance of staff in a U.S. Call Center operation (up to 50 seats). Supervised 15 Customer Service Representatives processing ~530,000 customer calls annually. Trained and monitored employees to ensure call quality and integrity. Managed ACD reporting and statistics.■ Launched quarterly internal sales promotions. Increased After- Market Parts and Consumables revenue by $1 million in first year.■ Designed and implemented SAP training for 100+ employees.■ Received Koala T. Bear Award for quality performance (December 1998).