Technical support for Lacerte product.

Tasked to recruit and supervise 10+ customer service representatives. Directly responsible for process implementation and project efficiency gains. Worked with cross site departments and peers to establish company values and allow for regional individuality. Selected Contributions:Managed New Site growth from 12 employees in 2009 up to 300+ present-day. Tasks including process implementation, new hire training analysis, cross site structure and communication, and team performance.Worked and developed online chat program to include transition of part time to full time chatters.Charged with and continued implementation of Work-From-Home team. This team consists of 20 agents, two of which are full time remotely located.Coached CSRs and managers to contribute to significant improvements in Customer Sat Survey.Exemplified the second-to-none customer service delivery for which Constant Contact is nationally renowned in all interactions with customers.

Advanced to Client Services department managing a team of agents responsible for educational institutions. Daily contact, reporting and compliance with Federal Aid Guidelines. Selected Contributions:Integration of small work force All Hands on Deck process, coupled with procedure efficiency gains to meet service levels during peak seasons.Introduced training programs that enhanced employee performance and helped build a motivated workforce, including FiSH, Myers Briggs and General Management Training.