Responsibilities:• Lead team of 10 Team Members / 35 – 40 seasonal employees• Mentor team members and support them in their journeys• Focusing on team member empowerment and a move to innovate new strategies to engage customers in a positive and uplifting experience that creates realistic ROI • Single handedly designed, organized and implemented Customer Support Department to capitalize on increased customer contact and fluctuating inventory• Prioritized CSAT gathering to assist newly created KPI’s showing a dramatic increase in efficiencyKey Contributions:• Designing empowerment projects, SME roles, and internal progression plan• Establishing Industry leading KPI’s, original QA process that focuses on customer experience and • We are seeing a 10% increase in CSAT scores while experiencing a 60-200% increase in contacts depending on the quarter.• Consistently working with executives in find better solutions that match our ever-changing landscape with intention of reducing turnover and increasing team member satisfaction• Created a detail department Culture guide to establish a company culture of fun, engagement and growth.

Responsibilities:• Lead team of 10 Team Members• Mentor team members and support them in their journeys• Lead strategic initiatives that impact the tactical approach to customer support and influence policies, workflows, and performance standards.• Drive optimum customer and TSE experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolution times.• Lead Technical Support and interface effectively with cross-functional teams and customers.Key Contributions:• Team Leadership: Orchestrated a highly motivated team, surpassing customer expectations and setting a standard for excellence. Implemented innovative training strategies, utilizing Zoom and curated videos, resulting in a 10-15% boost in team productivity by year-end.• Strategic Vision: Pioneered forward-thinking solutions, shaping a recognizable future for the support department. streamline processes with our vendors, maximizing product value, boosting confidence, and reducing support contact.• Metrics-Driven Excellence: Instrumental in a 25% improvement in customer satisfaction scores within a year, focusing on KPIs and daily operations.• Empowering Teams: Catalogued and empowered team members in rolling out updates, gathering feedback for continuous improvement. • Subject Matter Expertise (SME): Established as a trusted SME, contributing to a profound understanding of the Pavaso platform and products.• Operational Leadership: Primary point of contact for real-time guidance, ensuring immediate problem resolution and a seamless customer experience.• Strategic Collaboration: Worked closely with the Development Team, providing bug reports and strategic recommendations. Collaborating with Implementation to bridge gaps, ensuring seamless software updates in response to increased demand.

Built division infrastructure with Legal Department. Delivered creative assets and marketing materials. Assist in enforcing and maintaining client terms and conditions. • Created policy and infrastructure for Publication Department.• Established relationships with internal (HR and Legal) and external stakeholders (Black Mountain Institute and UNLV).• Acquired funds for annual poetry/short story contest to keep project profitable.

Led 40 employees to provide weekly, monthly, and quarterly customer satisfaction reports to determine threshold performance vs. availability. Used operational data to forecast schedules for maximizing revenue while avoiding employee burnout and maintaining customer satisfaction. Tested new software and provided feedback to stakeholders while minimizing impact on department during large rollouts. Point person for Human Resource issues such as LOA, FMLA, and conflict resolution. Oversaw call center outside regular business hours.• Repaired morale and addressed performance issues for 30-person team in three months by establishing best practices, implementing recognition plan for top performers, and restructuring focus bases on NPS/customer feedback.• Founded Customer Service QA team to identify and implement new and more efficient ways of exceeding customer expectations; calibrated performance for customer interactions.• Reduce team member turnover 15% and improved customer satisfaction 7% by end of Q4 2014 by adding open-ended questions to script, creating new progression plan, and establishing performance goals with stakeholders to reflect more effective average call times and handle time.

Led up to 16 employees on performance metrics; communicated and implemented expectations and goals and assisted team members with personal and professional progression. Established and communicated documentation, interviews, rotations, and engagement. Handled payroll. On boarded new members.• Team members met 92%-94% of goals MoM.• Ranked top 5% in leadership performance rubric, based on company core values and pulled from peer and Rep feedback• Enhanced morale and increased participation rate to up to 60% companywide by creating projects such as Call Center Olympics 2012 to engage team members in building relationships.

Examined, identified, labeled, and processed lost returns; accounted for charges and refunds. Located shipments with missing UPS tracking, attached tracking to account, and communicated missing information to customer. Assisted leadership in hosting team meetings and as liaison to neighboring teams in call center.• Exceeded performance metrics for time management and customer interactions.• Appointed to welcome new team members.• Led peers for testing progression, performance, and culture by identifying efficiencies and providing actionable feedback to peers and stakeholders.• Verified potential fraud orders; manually verified account holds and credit/bank escalation.• Consistently performed in top 5% in service-Level and QA reviews.• Achieved reputation as go-to expert for fraud prevention during graveyard shift.

Provided complete dining experience, food and beverage preparation and delivery.Itemization of purchases and handling all transactions.Maintain a clean and respectable work environment.

Successfully managed budgets and payroll records, reviewed financial transactions and bank depositsImplemented, organized and directed worker training programs, controlled operational costsResolved team member problems, hired new staff, and evaluated employee performanceHR liaison for primarily FMLA and employee conflict resolution