My biggest challenge in my last job, I would say, would have been lack of manpower to properly service the call volume. Due to the growth of the agency, there was not enough manpower to service the customers. The outcome of that was unhappy customers. They were not getting a good customer service experience because the phones were not able to be manned the way that they should have been due to the growth of the agency and the lack of manpower. What I ended up having to do was bring it to management's attention by pulling our call logs at a meeting on Teams, a virtual meeting, pull the call logs, show them the call abandon rate, how many calls are being abandoned so that they could see that it was valid as far as what I was saying in regards to the customers being negatively impacted by the calls not being answered. Management quickly contacted our carriers and set it up with them so that overflow calls could be transferred directly to the prospective carrier's call center, and then that way the customers would be taken care of promptly. This actually reduced our abandoned call volume by about 98% once we started forwarding those overflow calls to the prospective carrier's call center to be serviced.