• Working with a team, developed new training program for on-site customer service • Traveled to nine field locations providing training of new program and ensuring successful implementation for local customer care team• Provided advanced customer care training via WebEx meetings and video conference• Monitored and audited team member performance on a regular basis• Using remote methods, communicated balanced performance feedback to team members, motivating them to achieve their full potential• Provided ongoing program updates and successes to Senior Customer Care Manager, Regional and Terminal Managers

• Responsible for overseeing training and accountability of customer service representatives, team leads and row captains• Ensure all service level agreements were met through real-time service queue monitoring and analysis• Collaborated with management to coach employees on performance and behavioral issues, including performance improvement plans and separating employees when necessary• Made personnel decisions including interviewing, hiring and on boarding support• Ensured all quality assurance policies and procedures were adhered to at all times• Recipient of SAIA Presidential Recognition 2011 award for exceptional customer care performance• Recipient of the Customer Care Department’s “Most Professional” recognition five consecutive years

• Responsible for training, motivating and meeting retention goals for a team of 25 to 30 inbound customer service representatives• Developed training program with the client to instruct employees. Continually reviewed and updated• Interviewed and selected top quality agents• Monitored and evaluated team’s performance using NICE software package• Coached employees on performance and behavioral issues; issued performance warnings and terminated employees when necessary• Worked with each employee to develop a strategy for their professional growth• Conducted annual employee performance evaluations