Operations & Services:· Proficient in utilizing analytic tools, including Power BI, to measure and enhance key customer experience metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and AHT (Average Handle Time). By analyzing these metrics, I identified performance trends within my team, developed targeted action plans, and provided individualized training for team members with AHT above average. These efforts led to measurable improvements in performance across these key areas.· Led bi-weekly meetings with leadership to review business performance metrics, identify opportunities for improvement, and uncover performance gaps within our teams and workforce. These sessions provided valuable insights, which allowed us to formulate targeted action plans. As a result, we successfully implemented strategies that led to a measurable increase in customer satisfaction, as reflected in our Net Promoter Score (NPS).· Trained, supported, and led a team of up to 28 employees on business initiatives, policies, and procedures. Facilitated both weekly team meetings and one-on-one coaching sessions to effectively communicate policy updates, share company information, and provide ongoing training and development to drive performance and alignment with organizational goals.· Identified a key opportunity to improve service fee collection, which was initially at a 10% rate. Revamped and updated Standard Operating Procedures (SOPs), job aids, and training materials to better align with business needs. Recognized top talent within our teams and leadership to help record and streamline training videos and content. These resources were shared across departments, enabling peers to train their teams effectively. As a result, within 60 days, we saw a significant improvement in the collection rate, driving increased profitability for the company.

Logistics & Services:· Proficient in utilizing analytic tools, including Power BI, to measure and enhance key customer experience metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and AHT (Average Handle Time). By analyzing these metrics, I identified performance trends within my team, developed targeted action plans, and provided individualized training for team members with AHT above average. These efforts led to measurable improvements in performance across these key areas.· Led bi-weekly meetings with leadership to review business performance metrics, identify opportunities for improvement, and uncover performance gaps within our teams and workforce. These sessions provided valuable insights, which allowed us to formulate targeted action plans. As a result, we successfully implemented strategies that led to a measurable increase in customer satisfaction, as reflected in our Net Promoter Score (NPS).· Trained, supported, and led a team of up to 28 employees on business initiatives, policies, and procedures. Facilitated both weekly team meetings and one-on-one coaching sessions to effectively communicate policy updates, share company information, and provide ongoing training and development to drive performance and alignment with organizational goals.· Identified a key opportunity to improve service fee collection, which was initially at a 10% rate. Revamped and updated Standard Operating Procedures (SOPs), job aids, and training materials to better align with business needs. Recognized top talent within our teams and leadership to help record and streamline training videos and content. These resources were shared across departments, enabling peers to train their teams effectively. As a result, within 60 days, we saw a significant improvement in the collection rate, driving increased profitability for the company.

· Led and coached a dispatch team, analyzing performance metrics to drive efficient client service resolution.· Forged strategic partnerships across national stores and home leadership to optimize customer solutions.

· Managed employee data and records, ensuring compliance with company policies and regulations using HRIS systems.· Spearheaded the recruitment and onboarding process for new team members, contributing to a high-performance sales force.· Optimized staff scheduling using workforce management software to ensure efficient operations and meet business demands.