• Analyzed staffing needs and developed staffing plans in order to meet client service level agreements (SLA’s)• Interviewed, hired and trained new staff • Managed day to day operation of a successful multi-million dollar certificate fulfillment center• Managed a fulfillment team ranging from 5 – 25 employees• Managed certificate inventory integrity at 99.9% accuracy with inventory value ranging from $1 million to $6 million• Liaison with merchandise fulfillment warehouse• Managed inventory transactions and reporting to maintain integrity of merchandise inventory and to meet client SLA’s• Developed and implemented fulfillment procedures for various client programs• Received incoming certificate and merchandise inventory into the appropriate system locations• Maintained employee engagement survey scores at the desired department and corporate level• Developed personal and professional development plans with direct reports and conducted performance appraisals• Handled daily certificate transactions and customer returns• Provided daily/weekly updates and reporting to senior management• Project management

• Managed day to day operation of both an inbound and outbound call center with up to 110 Customer Service Representatives (CSR’s)• Analyzed, developed and implemented ongoing customer service training for both inbound and outbound CSR’s• Managed small fulfillment department and the Representative Support Center• Implemented new CSR productivity standards • Developed Call Coaching Form and Team Lead Handbook• Forecasted and scheduled staffing for both inbound and outbound call centers to meet client SLA’s• Continuous client interaction, addressed concerns, questions and provided weekly statistics• Liaison with client Travel Center• Project management