- Combined Excel and SQL to design and implement an interactive dashboard, enabling effective visualization and analysis of various Key Performance Indicators (KPIs). - This enhanced the daily tasks of each supervisor, as they knew which agents to focus on. - Wrote SQL queries that Streamlined report generation by automating five reports and reducing processing time by 75%. - Used Excel to create four insightful reports focused on time utilization, productivity, and availability. This enhanced decision-making abilities for supervisors and managers, and increased agent productivity by 10%. - Used VBA to Implement an automated system for emailing daily performance, month-to-date totals, and end-of-month performance forecasts to agents and supervisors. - Used google sheets to design an automated system that allowed supervisors to estimate their EOM performance bonus. The processing time was reduced from 20 minutes to 5 minutes.

- Successfully led and managed a team of 7 to 9 agents, resulting in an average monthly revenue of $300,000. - Averaged five one-on-one coaching and 10 live call sessions per week. This gave me insight on an agent’s performance, which facilitated strategies and planning to ensure the success of the team. - Analyzed metrics on a daily basis, conducted one on one meetings to discuss results and actions to take in order to drive results. - Increased team conversion rate from 28% to 35% over the course of one year. - Sustained this result. - Increased the average agent revenue from $30,000 to $45,000 over the course of one year. - Surpassed the revenue goal by a 10% margin for six consecutive months.

- Handled customer calls efficiently, identifying needs and locating relevant parts. - Negotiated pricing and relevant details, successfully closing sales and retaining customers in one interaction. - Maintained a YoY growth of 5% in Conversion Rate over the course of my tenure. - Averaged $45,000 in monthly sales, when the company average was $30,000. - Negotiated over $50,000 in favorable deals with bulk and wholesale customers, securing better pricing, increased availability, and efficient shipping arrangements. - Proactively followed up with customer orders on a bi-weekly or monthly basis, fostering customer loyalty and retention. - Quickly and effectively solved logistics challenges, ensuring on-time delivery and product availability.