Bobbi Bromley Email & Phone Number

Bethlehem, Pa

Virtual

o Review and revise internal records including SOP, Calibration Forms, Training Modules and Scripts to assure they are compliant and complete.o Evaluate inbound and outbound sales calls to ensure compliance with client requirements o Participate in design of call monitoring formats and quality standards.o Use quality monitoring data management systems to compile, and track performance at team and individual levels.o Perform audits on orders placed within the billing platform to ensure order accuracy with a 100% likelihood to connect in the field. o The controller of agent assignments and campaign placement based off performance and status.o Responsible for preparing monthly vendor briefs and campaign data.o Managed/Wrote all vendor scripting for inbound & outbound calls.

Virtual

o Perform audits on orders placed within the billing platform to ensure order accuracy, with a 100% likelihood to connect in the field.

Aha

Implement American Supports quality policies, practices, procedures, standards, and processes. • Write and test scripting and call flow. • Create and maintain Quality System documentation.• Ensure to follow best practices and initiatives based upon client expectations.• Vendor management - Communicating with partnering clients.

@Home

Training & Development – Quality Assurance - Intuit• Responsible for listening to and monitoring associate calls for customer satisfaction according to client and Teletech specific policies.• Accountable for collecting, coordinating, evaluating, and providing call data for associated to Team Leads and Trainers.• Educate associates by sharing quality expectations and criteria of evaluations• Active in Process Improvements

@Home

Training & Development – Classroom Coordinator- Best Buy Project• Oversee all aspects of the delivery of payroll.• Responsible for organizing and coordinating training activities.• Accountable for completing roasters, and training records.• Responsible for assignment of classes and keeping track of training attendance.

Sales / BSA – Chat Coach/CSR II • Accountable to report exceptions and technical issues real time. • Monitor service levels, call handle times, and occupancy level.• Foster an environment where customers get a high level of service and employees are motivated to give a high level of service through mentoring and supervision.• Address and resolve customer complaints sympathetically and professionally.• Assume responsibility for team productivity.• Accurately document, research, and resolve customer service issues and team issues.

@Home

Subscriptions/Monthly Billing - Chat Coach/CSR II, 07/2011 to 07/2013Reward Zone/My Best Buy - Assistant Coach/CSR I, 09/2010 to 07/2011Uno/Compass - CSR I, 07/2008 to 09/2010

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