So I apologize, I had some technical difficulties during the first question, so I'm going to answer that really quickly. The reason I applied for this job, what drew me towards it, is that I have a strong foundational knowledge of insurance for my tenure at State Farm, handling both claims situations and general customer service inquiries. Along with having customer service expertise that propelled me to the lead customer service representative at my last position with Titan Fittings, I feel that helps make me a good candidate for this customer service position. Now as for the goals I was giving at my last position, being a lead customer service representative, I was giving goals such as testing out the ERP and CRM systems that were new to the company. I would test it out and then I would write out actual processes on how to interact with the systems in an appropriate way in order to accomplish the goals. The other thing I would do is we were given an opportunity to start upselling, so I trained my team on the proper way to upsell, you know, the corrected products and how to naturally weave that into a conversation with a customer. I would meet or exceed those very often. My boss at the time, Heather Shutt, would let me know anytime there was anything that arose and me and her kind of worked together in tandem in order to solve most of the customer service issues that would arise at the company.