Facilitate classes for new hire retention agents in the call center. Ensure they have a grasp of the fundamentals required to execute successful calls on a daily basis. Emphasize the customer experience through building rapport and going above and beyond for customers ensuring their interactions with Breezeline are positive. Create and design upskill materials for existing call center agents to keep their skills honed and updated.

Provide leadership to 2 Quality Analysts who perform call monitoring for the Sales, Retention and Commercial call center agents. Assist in monitoring calls as well as provide trend analysis to leadership teams. Work with the Learning group to provide insights into gaps so they can tailor workshops to upskill existing agents.Supply Leadership Team with NPS data analysis weekly in the form of graphs and written summary of data. Data used from the Sales and Retention teams taken from the Campaign Manager database.

Work with multiple offshore call center third party vendors to ensure they are delivering quality sales experiences to customers. This includes call monitoring of agents as well as calibration calls with Vendor Leadership. Build strong working relationships with each vendor's site management team to ensure requirements of performance are being met and exceeded. Provide gap analysis reporting and action plans to Vendor Management teams as well as Citi internal sales leadership. Reporting on trends in Sales, Compliance and NPS were done on a regular basis. This reporting enabled both teams to understand not only where gaps in performance exist but to celebrate success and milestones achieved by the vendors through the coaching team. Facilitate training of divisional sales contests, changes to remedial sales and compliance training modules, and sales incentive changes to Sales Performance Managers, Operations Managers and Unit Managers at Offshore sites.

Provide gap analysis and coaching development opportunities to numerous sales teams, Associates and Unit Managers. Provide individual coaching to Sales Associates/Unit Managers to strengthen sales skills and modify behavior.Track sales results after coaching to identify impact, transfer learning's and share best practices across sites.Partner with Operations Managers to create and support action items to improve sales efficiency for Associates and Unit Managers.Act as subject matter experts for sales products and processes.Partner with Revenue Services and Project Managers to identify areas of focus and opportunities to reach sales objectives. Support local and divisional sales compliance initiatives.Provide motivational support to Associates, Unit Managers, Training, and Operation Managers. Planning and execution of team and site contests.Present R2S, Sales MIS and Sales Compensation to New Hire ClassesPlan and execute Monthly and Quarterly R2S recognition events for site