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Summary: Ferrell Way Project

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• Increased customer service level and customer loyalty by 69%, by implementing interaction improvements and customer service training.
• Responsible for the implementation of the Ferrell Way Project and ensuring its success.
• Eliminated employee turnover and increased morale, through various motivational tools and transformational leadership style.
• Successfully lead a Regional Customer service team of 12 that provided an exceptional level of service to all customers in the Raleigh, Aberdeen and surrounding areas.
• Provided individual HR performance evaluations on a quarterly and annual basis, while identifying the employees strengths and weaknesses in order to develop a strong customer service staff.
• Initiated proactive HR and employee

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