Supervise Leed’s & Trimark Art Teams- Motivate, coach, and supervise 8-10 employees- Serve as a conduit of communication between employees and senior management- Implement established business strategy, assigning roles and tasks to dedicated team members based on strengths and abilities- Identify and implement positive changes in cost reduction and waste elimination- Meet and exceed organizational goals with optimum use of workforce and resource allocation.- Ensure… Show more Supervise Leed’s & Trimark Art Teams- Motivate, coach, and supervise 8-10 employees- Serve as a conduit of communication between employees and senior management- Implement established business strategy, assigning roles and tasks to dedicated team members based on strengths and abilities- Identify and implement positive changes in cost reduction and waste elimination- Meet and exceed organizational goals with optimum use of workforce and resource allocation.- Ensure compliance with company policies and procedures- Set performance goals and deadlines in line with company’s vision- Monitor team productivity and provide performance evaluations, constructive feedback, mentorship, and discipline as needed- Maintain timekeeping and personnel records- Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments- Detail-oriented, well organized and able to adhere to deadlines- Experience with customer service and conflict resolution- Proven success in a corporate setting, working with all levels of management- Ability to motivate people on my team and across departments- Create a positive environment for all employees Show less

Responsible for the day-to-day management of PCNA’s core service functions including call center, service email, chat and call monitoring functions (both domestic and off shore). This role also has key ownership of managing our PCNA offshore service support division including quality, pricing, resource management as well as management of quality and operational SLAs. This position is highly focused driving a consistent PCNA service experience with a goal of keeping PCNA established as a service… Show more Responsible for the day-to-day management of PCNA’s core service functions including call center, service email, chat and call monitoring functions (both domestic and off shore). This role also has key ownership of managing our PCNA offshore service support division including quality, pricing, resource management as well as management of quality and operational SLAs. This position is highly focused driving a consistent PCNA service experience with a goal of keeping PCNA established as a service leader within the promotional products industry.• Manages a domestic department consisting of supervisor level leaders and a front line team of 75-200 FTEs.• Manages associated offshore processes to make sure productivity and quality metrics are being met consistently.• Creates strategic team initiatives, tools and strategies to achieve service excellence measured by key KPIs such as NPS and CSAT.• Develops and manages processes to drive productivity and efficiencies within work group.• Manages personnel, evaluations, interviewing and hiring, discipline and terminations, as well as ongoing performance tracking and coaching.• Continually analyzes service systems and structure to identify areas for future improvement.• Maintain detailed knowledge of the daily mechanics of all Customer Facing areas.• Assist with development and implementation of training initiatives.• Maintain accurate and up-to-date record keeping.• Builds and maintains successful working relationships with other areas of Customer Operations as well as with cross-functional departments to ensure successful order deployment, product delivery and customer satisfaction.• Prepares and runs staff meetings on monthly basis.• Supports staff engagement activities and promotes a fun but effective work environment.• Supports all PCNA organizations• Participates in determining department budgeting and cost management process• Manages and supports all HR related needs associated with direct reports Show less

Responsible for leading, supervising, coaching and mentoring a team of newly hired associates from hire date through end of probationary period. Focus on achieving service-level goals and business metrics while promoting high levels of customer service excellence.•Develop and implement strategies that focus on the short and long-term success and development of new employees•Responsible for leading, supervising, coaching and mentoring a team of newly hired associates from hire date… Show more Responsible for leading, supervising, coaching and mentoring a team of newly hired associates from hire date through end of probationary period. Focus on achieving service-level goals and business metrics while promoting high levels of customer service excellence.•Develop and implement strategies that focus on the short and long-term success and development of new employees•Responsible for leading, supervising, coaching and mentoring a team of newly hired associates from hire date through end of probationary period. •Achieve service-level goals and business metrics while promoting high levels of customer service excellence. • Supervises, monitors, and maintains Customer Operations teammates in inbound/outbound call/email/chat transactions.• Develop and implement on-boarding, orientation, and engagement strategies, including logistics, security, hardware, and welcome strategies.• Develop action plans to attain business imperatives based on related behaviors, feedback and metrics.• Participate in talent management process, including interviewing and hiring.• Develop performance measures to ascertain performance, behavior, and training needs.• Lead by providing feedback, coaching, corrective action and training.• Monitor daily team performance and behavior.•Drive employee engagement and recognition to attain and retain talent to achieve retention and satisfaction.• Coach team as needed to supplement classroom training• Resolve and/or address complex employee issues or questions, partnering with Training and HR. •Ensure standards for quality and performance are achieved.• Interpret data analysis including statistics and trends for the team's performance by monitoring and measuring KPIs.• Participate in continuous learning opportunities and keep current on projects, services and technology changes within the company and industry. Show less

Supervised Leed’s & Bullet call centers, internal support team, & customer solutions team. - Motivate, coach, and supervise 40-45 employees- Serve as a conduit of communication between employees and senior management- Implement established business strategy, assigning roles and tasks to dedicated team members based on strengths and abilities- Identify and implement positive changes in cost reduction and waste elimination- Meet and exceed organizational goals with optimum… Show more Supervised Leed’s & Bullet call centers, internal support team, & customer solutions team. - Motivate, coach, and supervise 40-45 employees- Serve as a conduit of communication between employees and senior management- Implement established business strategy, assigning roles and tasks to dedicated team members based on strengths and abilities- Identify and implement positive changes in cost reduction and waste elimination- Meet and exceed organizational goals with optimum use of workforce and resource allocation.- Ensure compliance with company policies and procedures- Set performance goals and deadlines in line with company’s vision- Monitor team productivity and provide performance evaluations, constructive feedback, mentorship, and discipline as needed- Receive and track employee and customer complaints, and resolve problems- Maintain timekeeping and personnel records- Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments- Detail-oriented, well organized and able to adhere to deadlines- Experience with customer service and conflict resolution- Proven success in a corporate setting, working with all levels of management- Ability to motivate people on my team and across departments- Create a positive environment for all employeesAchievements:2013-2015: Co-hosted Service Excellence Award luncheons (monthly staff recognition event)2014: Created official CSR scorecards2014-2020: Designed & maintained an internal resource portal that became one of the most frequently used tools in the organization (Quick Access Guide).2019: Became a DDI certified facilitator and trainer Show less

Worked as the primary internal sales & support contact for 5 top tier customers - and specifically one of our largest customers, Staples Promotional Products. - Provided high level customer service to these accounts by answering any question related to items, decorating, and order status. - Fast worker - quick to reply to any customer email or phone call, or voice message- Provided project pricing quotes- Assisted with all order concerns- Worked toward a fair and win-win… Show more Worked as the primary internal sales & support contact for 5 top tier customers - and specifically one of our largest customers, Staples Promotional Products. - Provided high level customer service to these accounts by answering any question related to items, decorating, and order status. - Fast worker - quick to reply to any customer email or phone call, or voice message- Provided project pricing quotes- Assisted with all order concerns- Worked toward a fair and win-win resolution when orders issues occurredAchievement:Winner of the 2010 "Customer Solutions Award" - presented by Staples Promotional Products.I was nominated for this award by the Staples Promotional Products team due to my stellar customer service skills which was a combination of my communication skills and my ability to quickly solve problems and help resolve any issues as they occurred. Show less

- Worked as the primary support contact for 25+ top-tier accounts.- Provided high level customer service to these accounts by answering any question related to items, decorating, and order status. - Fast worker - quick to reply to any customer email or phone call, or voice message- Provided project pricing quotes, - Assisted with all order concerns- Worked toward a fair and win-win resolution when orders issues occurredAchievement:Leed's Brand Ambassador… Show more - Worked as the primary support contact for 25+ top-tier accounts.- Provided high level customer service to these accounts by answering any question related to items, decorating, and order status. - Fast worker - quick to reply to any customer email or phone call, or voice message- Provided project pricing quotes, - Assisted with all order concerns- Worked toward a fair and win-win resolution when orders issues occurredAchievement:Leed's Brand Ambassador Award - September 2008This award was given because of my success with making a positive impact and representing our company in a high manner when assisting customers. This reward was the result of constant customer compliments and positive feedback. Show less

-Answered inbound calls related to product information, decorating details, order status, and problem resolution. -Provided top-notch service to each and every customer and followed-up with customers as necessary to keep them updated on any concerns/issues. -Constantly met my daily metricsAchievement: Star CSR Award - April 2008 Top CSR in department - based on overall customer experience and personal performance