Anna Singh Email & Phone Number

Daytona Beach, Fl, Us

Daytona Beach, Fl, Us

Pembroke Pines, Florida, Us

Davie, Florida, Us

Davie, Florida, Us

Davie, Florida, Us

Attended and participated in panel interviews as well as one on one interviews Conducted Quality assurance and compensation presentation during new hire orientationTrained new hire training classes on company expectations and Quality evaluation formCreated and Managed “nesting” phase of training in which I monitored the new hires grasp of training material and determined if they were a fit for the positionEvaluate new hires performance and produced reports to be sent off to operations Hosted daily huddles reviewing trends, new updates or answered general questionsChair side coaching, mock calls and side- jacking to ensure the new hires were receiving as much guidance as possibleBased on the above evaluations — recommended employment, demotion or separation from the companyIf offered employment, introduced a warm connection between new hire and their assigned team leaderConduct Stand up training for newly hired staff as well as training procedural updates for existing team membersEvaluate agent performance (voice and data) and perform one on one coaching sessions.Prepare and upkeep all SOP’s and informational databasesIdentify and analyze emerging trends in quality performance while assisting with the development of solutions for problem areas and a sensible reward structure related to compliance.Assist with floor support or call support as neededEnsure compliance of all Gaming Commission regulations of Florida departmental policies and procedures and report as necessary. Completed escalation and guest complaints in a timely manner ensuring the guest is compensated correctly if we were found at fault.Consolidated and posted trends and refresher training documents on a monthly and weekly basis

Los Angeles, California, Us

Launched first offshore QA team in Jamaica. Including recruiting, interviewing, hiring, training, coaching and developing all of which was done on siteManaged offshore QA teams consisting of 30-40 analysts.Providers included Sprint, AT&T Wireless, AT&T Residential, Verizon, Comcast, EarthLink, Viasat and DirecTV. (Sales)Formulated all processes and procedures for the QA dept.Scorecards and scorecard reporting.Formulated weekly/monthly consolidated compliance reports for both operations and the providerIdentify developing trends impacting the quality of service and collaborate with appropriate parties to create process enhancements or solutions.Oversee audits and sharing compliance performance standards, quality, efficiency, and accuracy to improve the rate of first call resolutions.Executed one-on-one and group coaching’s and followed up after coaching to ensure agent continue progressing.Subject matter expect for all areas handled by the call center and Quality Assurance department. Provided new hires with an in-depth quality assurance and daily metrics trainingWorked hand in hand with operations to go over reporting based off of trends found and initiated multiple incentives as well as commission bonuses and other small rewards for agents.Hosted internal and external calibrations to ensure Ops and QA were aligned with provider needs and KPI’s ensuring we remained with in compliance guidelines.

Los Angeles, California, Us

• Assessing the quality of the performance of sales agents on Sprint wireless account• Ensuring agents are compliant and fulfilling contractual agreements• Prepared and analyzed internal and external quality reports for management staff review• Completed audit requests from the Client

Clifton, Nj, Us

• Facilitated the opening of the first Healthcare account at Sutherland's Houston Location, Where I spent 3 months onsite.• Trained and Completed Nesting phase of 6 waves of new hires• Assisted team managers with learning reporting and statistics for the client• Active Floor support while agents were live in production• Aid with reporting inquiries from Upper Management • Returned to Coral Springs, where I supported Houston remotely

Clifton, Nj, Us

• Call Center Rep (Inbound and Outbound)• Assisted Members of New York insurance company, Health First, in renewals of insurance policy• Booking appointments with sales representatives• Warm/Cold Transferring calls to appropriate departments• Set up accounts for prospective clients