Nutrition as Therapy

Nov, 2023  –  Jul, 2025  •  1 yr 9 mos  -  Full time

Stabilized and led a remote call center team, becoming the first team-lead to consistently meet and
sustain daily performance and service goals.
• Partnered directly with the CEO on operational priorities, performance outcomes, and team strategy.
• Led a team of call center representatives, improving customer satisfaction, efficiency and retention
through coaching and performance management.
• Resolved escalated and complex customer issues with a calm, professional approach, ensuring
positive outcomes for both customers and the organization.
• Monitored calls and agent metrics, delivered actionable feedback, and developed targeted
improvement plans to enhance individual and team performance.
• Improved customer retention and satisfaction by implementing effective call handling strategies and
timely issue resolution
• Supported recruitment efforts across departments by conducting phone interviews, evaluating
candidate qualifications, and collaborating with managers on hiring decisions.
• Enhanced onboarding by developing and delivering a structured orientation program covering
company standards, role expectations, and performance requirements.