Arella Moore Email & Phone Number

•Knowledge of administrative and clerical procedures and systems used while performing day-to-day tasks. Keeping up-to-date with policies and procedures and applying that knowledge to the position.•Examining records to ensure recording of transactions and compliance with laws and regulations while collecting and analyzing data to detect non-compliance with laws, regulations, and management policies. Evaluating results to choose the best solution and solve problems.•Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Being aware of others' reactions and understanding why they react as they do.•Working with teams to aid in additional agent training to encourage familiarity with day-to-day tasks and systems used.

• Supervised Agent Coach and Live Receptionist Script Teams;• Motivated agents through formal and informal coaching, training initiatives, incentive programs, career development, and productivity channels;• Maintained and improved call center operations by monitoring system performance; identifying and resolving problems, preparing and completing action plans; • Prepared reports relative to data and trends; • Supported sales and organizational goals by accepting ownership for accomplishment of new and different ways of achieving goals, and exploring opportunities to add value to job accomplishments, and opening new accounts and upgrading others.• Counseled agents when necessary.