Manage a multi-tiered team who research, compile and analyze competitive and internal market research projects for multiple clientsOversee the day to day operation of all market research projectsHandle HR issues as they ariseWork directly with the President, Director of Operations, and other members of the management team to foster company decisions and directivesDevelop new projects (concept > execution > completion)Create and update needed procedures manualsLiaison for all technology items completed by our 3rd party IT company

Managed a multi-tiered team who monitored clients’ live calls to ensure that the Customer Service Representatives were adhering to needs and desires of their companiesOversaw the day to day operation of all compliance projectsHandled HR issues as they aroseWorked directly with the President, Director of Operations, and other members of the management team to foster company decisions and directivesDeveloped new projects (concept > execution > completion)Completed setup and onboarding for all new compliance projectsCreated and updated need procedures manualsLiaison for all technology items completed by our 3rd party IT company

Evaluated customer calls for CSR compliance for multiple clientsAreas of focus included: customer service, legal verbiage, and understanding of policies

Made calls to participating companies posing as a customer. Calls were recorded, evaluated, and sent back to the companies for purpose of evaluating the CSR’s customer service skills and adherence to company guidelines and directives.