Collaborated closely with the senior management team to roll out functional and strategic initiatives.Compiled and assessed performance data, converting information into improvement plans.Directed and led employees, supervising activities to drive productivity and efficiency.

Guided employees in understanding and meeting changing customer needs and expectations.Conducted market research and reports on competitors.Revised department schedules to maximize coverage during peak time.

Evaluated employee job performance and motivated staff to improve productivity.Trained and mentored new team members to promote productivity, accuracy and enhanced customer experience.Created training manuals to resolve simple and complex customer issues.Assisted staff with resolving complex customer issues and implementing targeted solutions.

Drove customer escalations to resolution by engaging directly with clients.Established positive rapport with customers, managers and customer service team members to maintain a positive and successful work environment.

Maintained knowledge of company products and services to promptly resolve complaints and concerns. Delivered positive customer experiences by implementing effective quality assurance practices.