• Ensure that contract requests are submitted by required deadline• Perform quality assurance and risk management for contract requests• Review each carrier contract to ensure accuracy• Create and maintain comprehensive agent and process documentation• Communicate with agent upline to provide updates• Communicate with departments and Directors of Insurance when necessary• Responsible for tracking and coaching performance gaps of Virtual Assistants in the team

· Set and carry out project schedule and ensures timely completion of each deliverable.· Create, measure and observe project metrics.· Coordinate with Project Manager for the flawless execution of projects.· Implement project plan to monitor and track progress.· Carry out changes to the project scope, project schedule, and project costs using appropriate verification· Help measure project performance using appropriate tools and techniques.· Create and maintain comprehensive project documentation· Help manage project team members· Assist in status review meetings with team members and Project Manager· Provide reports and documentation of project stage and progress

· Using desk.com, respond to members and workplace facilitators on individual enquires relating to their Fitness Passport membership· Ensure that I stay up-to-date with any changes in the FP membership Terms and Conditions and any other items members may inquire about· Escalate problems/issues from individual members to the Team Leader· Assisting Team Leader & General Manager Operations with special projects, like KnowledgeBase restructure and Macros set-up on desk.com · Assisted in the creation and maintenance of Fitness Passport process documents and templates, including the facilitator document library· Distribute announcement emails to facilitators as required· Did Quality Audit on emails sent out by members of the team, to ensure accuracy in information provided as well as minimal grammatical errors· Supported team members with issues that they could not answer and helped research information on Australian employee and employer structure

• Responsible for quality assurance on the Operations floor• Does call, chat and email monitoring • Update Quality Performance Scores and feedback forms• Ensures calibration of quality service across sites and programs• Analyzes Customer Satisfaction surveys, perform deep dive analysis for Bottom Boxes and Middle Boxes• Works with Operations Support to bring about improvement in Key Performance Indicators• Provide feedback and coaching for Areas of Strengths and Opportunities for representatives and Leads to ensure consistency and development in quality and process standards

• Responsible for monitoring Echat and Email transcriptions of Echat and Email Level 1 agents from various sites to ensure good grammar, sentence structure and minimal colloquialisms during chat sessions and email communication• Did call monitoring for Self-Service Options, ensured Tier 1 representatives from various sites provide Self-Service options to customers and ascertained that representatives are following process on educating customers• Was asked to take Tier 1 General Care and Finance calls

• Responsible for retaining customers who are closing their accounts• Provides technical and billing support for high-risk customers who require advanced troubleshooting of technical issues• Deals with customers who require a very high level of customer service and soft skills

Responsible for closing and enrolling small business owners for Register Tape AdvertisingProduct Subject Matter Expert for client's Register Tape Advertising • Facilitated communication and product skills training for newly-hired trainees• Directly collaborated with clients and upper management to develop a training curriculum that is both effective, beneficial and acceptable to the clients and the company