Annie Redd Email & Phone Number

Glendale, CA, US

Glendale, California, United States

West Hills, CA

Handled team of 10+ employees; wrote policy and procedures for the Line of Business; conducted weekly meetings; delivered monthly scorecards; approved time card; provided real time feedback; implement efficiency for training; responsible for leading team to meet investor and servicing goals; wrote performance evaluation; contributed to hiring new employees.

Coaching/mentoring and training soft sills to provide consistent, positive communication, efficient processes, and always delivering exceptional service. Produce assessment design, and delivery of learning and development programs to help ensure that we are building an employee capabilities. Superior presentation skills and experience facilitating training.

Instructed a diverse ethnic population of new hires and existing customer care representatives. Implemented quick reference guides, supervised training class, coach/counseled, and continuous feedback to Management, evaluated performance, facilitated meetings, and applied active learning techniques, positive classroom management, and lesson planning.

Met monthly quality goals of 90%, Average Handling Time under 7 minutes, took 12+ calls per hour, and attained 93% efficiency. Handled all corporate complaints via e-mail.Retained 20% of the company's book of business and was rewarded for cost reduction.Recognized for fostering a positive environment and motivated team members to achieve goals. Managed all.

Responsible for pre and post installation of healthcare within 7 days. Managed UW, Booklets and Certificates, ID card, Billing.Led team of 10-15.Conducted enrollment benefits meeting.Point of contact for employer for the first 90 days.