Lead the management team in meeting daily and monthly and annual KPIs. Identify system and workflow improvements to enhance team efficiency. Respond to and resolve escalated, unique, challenging issues, and requests. Collaborate with other operational teams to ensure on time delivery to the end user. Review and approve quality on-the-job training to ensure staff compliance with systems, policies, and procedures. Mentor and motivate teams to achieve productivity and engagement. Effectively monitor and resolve client and executive leadership inquiries and concerns.● Reviewed, participated, and implemented Case Management for the Diploma Customer Service Team -Astute● Collaborated, participated, and implemented digital file system – Onbase● Identified, created, and implemented call auditing for the team to monitor customer experience and serve as feedback to the account specialist. ● Defined, assisted in the development and implementation of the Diploma Organization Structure.• Hired, onboarded, and trained five Customer Relationship Managers• Restructured training for Order Entry, Account Specialist and Coordinators ● Collaborated with the Customer Relationship Managers Team to exceed the Occupancy Level phone standards by 80%

• Manage team of 25+ full time and seasonal staff providing services to the K-12 and Adult Education industries. • Demonstrate expertise in support of customer care systems and applications. • Oversee the workflow and training associated with customer ordering; implementation and billing. • Implement and manage quality standards to improve customer satisfaction and service levels. • Partner with Sales and Program Managers to generate business through new leads.

• Set priorities for constantly changing workload • Work across inter-department functional teams • Develop, recommend staffing levels; recruit, hire, train, develop staff members • Respond to and fulfill support needs to cover the most unusual and complex order processing• Work directly with Product/Program Managers to actively deliver to account or shelf contract requirements

• Developed and maintained training material and certifications for products, processes and systems for customer care agents. • Provided additional training support to cross-functional teams. • Go-to person for resources and guidance to support new product roll-outs, custom contract deliverables, online systems and assessments, and customer satisfaction. • Monitored team performance to ensure that department key performance indicators (KPI) were met.• Provide daily coaching to ensure responsive, timely and accurate customer resolution