Aided brokers with the use, navigation, and troubleshooting of Producer World. Assisted members with basic questions regarding their health insurance plans.Updated information of members and brokers in Broker360 as needed.

Maximized customer satisfaction by consulting with them on their needs, setting appointments, and matching them with the appropriate stylist.Implemented the transition to the digital scheduling of client appointments and digital confirmation of appointments. Improved efficiency of scheduling management by 60%.Supervised inventory management and procurement of supplies for salon including all retail products and products used by the stylists.Generated a variety of reports for management such as payroll, and weekly sales reports.Managed all cash handling of the salon ensure that daily deposits were complete and correct for the following day. Performed reconciliation for all sales ensuring no discrepancy with point of sales totals.

Handled on average 35 calls a day in a high volume call center for a private university. Responded to a variety of different questions with regard to the universities procedures and policies. Refined training documents on the proper use of Eullcian Banner for both current agents and onboarding agents.Assisted with training of new and temporary agents to the team via shadowing and mentoring.

Verified complete adherence to quality assurance standards while evaluating agents’ interactions with clients. Strengthened agents’ approaches to customer engagement by providing constructive feedback on improvement opportunities. Streamlined communication by hosting calibration meetings with the Service Delivery Manager and Team Lead, building a consensus on grading systems.Created documentation for other quality assurance professionals for cross-training purposes.Analyzed and investigated negative surveys left by customers. Provided findings to Service Delivery Managers and the Quality Assurance Director.

Ensured that reported customer issues were resolved by logging tickets and investigating issues for an online university.Provided technical support via phone calls, emails, and chat for issues ranging from login issues to class access issues.Communicated with users on proper web navigation and training of online classroom operations.Supervised a team of four to six temporary agents during busy season acting as point of contact for assistance.