Maintained a retention of current faculty customers of 80 to 90% on a recurrent term level. Expanded the team from one city to remote work from multiple cities in the country. Planned and directed staffing, training, and performance evaluations to develop and control service programs. Monitored customer preferences to determine focus of sales efforts. Developed strategies to comply with the corresponding SLA for chat, email, and phone interactions.

Developed the account growth from 15 reps in one city to 250 reps in two different cities, along with the admin staff to handle such volume. Maintained account's KPIs over 90% throughout my tenure with the company. Strategized with leadership to stay ahead of changing customer needs and labor planning concerns. Developed talented team, participating in hiring, coaching and performance management processes. Measured staff and process productivity and utilized results to make staffing adjustments. Reviewed customer and staff feedback to improve operational strategies and eliminate obstacles.