Oversaw all aspects of managing service team including staffing, training, reporting, metrical analysis, annual budgeting, travel planning, reward/recognition programs, incentive planning, future strategic planning, employee/team engagement, system capabilities, capacity planning, etc. Lead service team that fluctuated from 50 to 130 employees, in providing highest level of service, remaining engaged in company initiatives, and staying abreast of policies and procedures. Responsible for understanding impact of service on other parts of renewal process and company, and for identifying and coordinating projects to improve service experience or system enhancement.
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