Lead, coach, and develop a team of 17 Customer Support Associates, driving performance and accountability. Conduct weekly performance reviews tracking key metrics including case quality, response time, call volume, and SLA adherence. Run structured 1:1 meetings focused on individual performance, engagement, and professional development. Identify performance trends and workflow inefficiencies, implementing targeted improvements across the team. Lead team meetings presenting insights, performance updates, and action plans. Ensure consistent SLA compliance through monitoring, feedback, and performance management. Handle escalated cases requiring advanced problem-solving and cross-functional coordination. Foster a high-performance culture based on accountability, trust, and continuous improvement.

Managed and optimized high-volume scheduling operations, maximizing appointment coverage and resource utilization. Analyzed scheduling data to reduce inefficiencies and improve service delivery. Proactively identified and resolved scheduling conflicts to maintain operational continuity. Developed reports and SOPs to standardize scheduling processes and improve execution consistency. Collaborated with Operations leadership to enhance workforce planning and scheduling strategies.

Managed payroll-related processes, ensuring accurate employee compensation by tracking hours and resolving clock-in/out discrepancies. Applied state labor regulations (California and Colorado) to ensure compliance with paid break policies and wage accuracy. Maintained direct communication with employees to resolve payroll discrepancies professionally and efficiently. Developed a custom tracking system to monitor paid vs unpaid hours, improving operational visibility and control. Coordinated daily assignment of company vehicles, optimizing resource allocation and preventing scheduling conflicts. Supported workforce planning for new hires, operational changes, and resource availability. Managed attendance incidents (PTO, LOA, call-outs), tracking patterns and following up on repeated absences. Proactively blocked calendars and coordinated rescheduling to prevent service disruptions and maintain customer experience.

Managed high-volume customer interactions across chat, email, and phone channels. Scheduled and coordinated appointments while maintaining high data accuracy. Processed billing and invoicing, ensuring correctness and timely delivery. Followed up on cases to ensure timely resolution and customer satisfaction.

Analyzed customer accounts and provided support based on account data. Delivered front-line customer service while managing back-office processes. Handled inquiries, issue resolution, and account-related requests in a structured environment.