• Communicate changes regarding policy and products from our client to leadership and support roles, ensuring smooth transitions.• Manage tasks for system issues, resolving issues promptly to minimize downtime.• Assist in the certification process for agents, ensuring compliance with client requirements.• Update roles, programs, and personal information for new and current staff members.• Work with the client to improve internal processes and find areas of opportunity.

• Conducted call quality reviews to ensure program and business compliance.• Coached marketing professionals on quality scores and call behaviors for improvement.• Collaborated with leadership to develop quality assurance processes and resources.• Participated in team manager university to strengthen leadership skills.

• Provided marketing plans and recommendations to small-medium businesses by analyzing past and current campaigns.• Assisted in new hire classes on system usage and important marketing knowledge.• Became certified as a Meta digital marketing associate.

- Supported customers with troubleshooting cable and Internet equipment, including Self-installation. - Became part of mentoring program for new hires after four months. - Successfully maintained top 25th percentile throughout entire employment. - Reviewed and updated account information for mobile billing and activations. - Eagerly took opportunities to assist with chat requests for agents when needed. - Participated in leadership development program for 3 months.

• Provided exceptional customer service by answering incoming calls and addressing customer needs promptly.• Proactively offered better solutions and products to prevent callbacks, resulting in a doubled revenue per contact after 1 coaching session. • Conducted troubleshooting for web-based and cellular issues, utilizing multiple resources for effective solutions.

• Efficiently assisted over 50 guests daily with checkout, processing payments, and addressing concerns.• Managed the rewards program for guests, ensuring they were informed about current offers and benefits.• Developed strong communication and problem-solving skills while providing exceptional customer service.

• Managed staff to create a professional yet relaxed environment, resolving conflicts with team and customers.• Handled first level disciplinary conversations and effectively communicated with management.• Independently opened and closed the restaurant, ensuring smooth operations. This included delegating tasks to each team member and coaching to improve performance.

• Independently fulfilled orders and completed cleaning tasks.• Trained and worked on multiple stations within the restaurant to ensure efficient operations.