Pride Global is a minority-owned integrated human capital solutions and advisory firm headquartered in New York City with operating offices throughout the United States, United Kingdom, and India.The Pride Global network of companies include PrideOne, Russell Tobin, PrideBPO, PRIDE Health, Pride Tech, Pride Advisory, PrideNow, and Pride India.

- Conducted a one-on-one review of assigned inbound and outbound call center representatives performance to ensure quality service goals and standards are met- Audited representatives’ calls and developed performance improvement plans while establishing clear goals and milestones for said plans- Provided coaching, advice, and guidance based on review findings, and deliver performance feedback- Coordinated with supervisors to implement course corrections, highlight best practices among team members, and identify performance trends and patterns

- Served as email team leader by supervising other associates and monitoring effectiveness and quality while implementing corrective action where appropriate- Fielded, prioritized, and resolved high volume of customer service inquiries using a variety of channels including phone, email and live chat- Responsible for generating sales leads by performing customer needs assessment and utilizing consultative sales skills- Consistently met and exceeded goals in the areas of sales, resolution time, wrap-up time and customer satisfaction and recorded accurate customer interactions via written report in a timely manner after issue resolution

- Completed a thorough, three-month, nationally recognized management training course- Collaborated with a team of five managers to run the daily business- Responsible for management, training and delegation to 100 employees- Assisted employees with customer disputes and provided exceptional customer service- Responsible for operations management including floorsets and sales floor updates

- Engaged customers to create a quality experience with sales and up-sell opportunities- Advised customers on all aspects of sale including brand, quality, and product- Collaborated with customer service department to process returns- Provided in-store customer support for mobile device-based purchases

- Verified and arranged new shipment for manager’s floor placement- Upgraded and implemented new stock system to better serve associate’s needs- Aided in web orders and collected and compiled them for pick up

- Managed, filed and recorded all documents, notes and correspondence for the eleven-person executive board - Provided excellent constituent relationship management when dealing with disputes and issues, while representing the best interest of the University students

- Responsible for the safety and well-being for a group of children ages 4 to 5- Fostered an open environment and encouraged children to work through emotionally and physical stress in a positive fashions