• Responsible for managing the day-to-day operations of the Conversion Logix Contact Center team.• Responsible for adding new hires to the team from placing ads, contacting and interviewing candidates, onboarding, training, client education, and continual improvement coaching.• Work closely with clients and internal teams through phone, email, and support tickets to resolve issues in a timely manner.• Responsible for compiling daily, monthly, and yearly reports showing the effectiveness of strategic campaigns and ROI for our clients.• Responsible for all technical support of live, AI, and Bot chat platforms, phone software, employee computers and equipment, and office equipment.• Responsible for visualizing and planning all creative content generated for the Contact Center and collaborating with our in-house Design Team to make edits as needed until we get a finished product.• Host weekly, monthly, quarterly, and annual team meetings to ensure the ongoing growth of Conversion Logix, its employees, and the Contact Center.• Work closely with owners and founders in regard to the improvement of marketing campaigns.• Became certified in Google AdWords fundamentals, mobile, search, video, display, and shopping using the Google AdWords Academy For Ads and use this knowledge to help create and maintain effective campaigns based on client preferences.• Use information and reports from Google Analytics to increase the performance of website traffic and engagements through our contact platforms.• Responsible for monthly and quarterly budget reviews to gain insights into how we performed against goals, where we can improve, and in what ways our overall profitability can be increased.

• Worked with company representatives and customers to guarantee all work done was in accordance with company guidelines and standards while maintaining a 100% customer satisfaction guarantee.• Responsible for warehousing duties such as shipping, receiving, and sorting.• Worked in the shop and in the office to keep accurate records of job logs, equipment inventory, worker scheduling, required state and federal paperwork, and all transportation manifests.• Responsible for estimating new jobs, drafting up quotes for customers, and ensuring a flow of new business in line with the financial needs of the company.• Responsible for shop general building maintenance, heavy machinery maintenance, transportation for crew members, job equipment, and heavy machinery, as well as on-site setup and tear down.• Worked in conjunction with city, state, county, and municipality workers and organizations to ensure all job sites and work were thoroughly inspected to be at or above code and within any guidelines set forth to protect workers, nearby ecosystems, neighboring houses or businesses, and the community.• Acquired, filled out, and filed any and all paperwork for our job sites with local, state, and federal government agencies based on the type of work being completed by our crew.

• Responsible for leading a team of agents who provided customer service and after purchase support.• Worked closely with the Director of Operations to ensure the entire customer service center was performing within our predetermined KPI's and provided solutions when an area needed improvement.• Resolved escalated calls from callers who were not satisfied with the results from previous agents or when the conversation had escalated to management.• Provided callers with technical support via multi-line phone system, email, and chat• Assisted callers in placing orders, creating refunds for unused services, performing searches and interpreting data, working with third party companies to resolve incorrect or outdated information, and general product and service questions.• Participated in specialized focus groups that evaluated call center policies and procedures to improve customer service and maximize efficiency.• Performed training with agents, which allowed me to monitor calls and provide personalized skill training.

• Tier l: As a Tier l specialist, I resolved over 95% of customers issues before the issue required escalation to a higher level. Assisted callers with placing orders, creating return and exchange documentation, product and service questions, and technical support via multi-line phone system, email, and chat.• Tier II: As a Tier II specialist: Assisted supervisors in taking escalated customer calls from callers, who were not satisfied, with the results given by other representatives. Provided support for other representatives who had product knowledge questions or policy and procedure issues.

• Supervised a crew of up to 10 employees on construction, demolition, and earthwork projects around the Puget Sound area.• Worked as a certified asbestos worker and also as a certified asbestos supervisor in order to ensure work was completed on schedule and in strict adherence with local, state, and federal guidelines.• Scheduled work assignments and employee shifts to maintain a crew of needed personnel for all projects.• Completed and filed all company paperwork, as well as local, state, and federal paperwork with appropriate agencies.