Responsible for superior service delivery to B2B customers by directly supervising the daily operational activities of a team of 15 – 20 contact center associates. Led and coached team in a manner that increased customer interactions and sales commitment.
Met all profit goals, reduced employee turnover, and improved operations nationwide in extremely competitive industry plagued with high employee turnover. Developed and led a process improvement plan which streamlined procedures, increased sales, and improved morale within the division. Implemented call center representative key performance indicators to achieve performance results while creating strategy to raise the performance bar to improve overall contribution by individual contributors. Led system migrations to proprietary database application (Unix) of B2B client list, for seven users with no scheduled downtown. Trained technical staff in all areas of account management and product support.