At EZ-ACCESS, I owned the onboarding curriculum used for 25+ new hires and built the Customer Care career path framework for a 40-person remote team. I also developed a knowledge base of 100+ role-based training materials and trained the team on Text.com web chat.
At Great American Home Store, I led a team of 12 and served as the service operation’s escalation point. By formalizing service-metric tracking and coaching, I raised customer satisfaction 20%; process changes and retraining cut service and repair turnaround 15%.
