Brian Cushing Email & Phone Number

- Evaluated calls, chats, and emails to ensure adherence to quality standards and customer experience expectations.- Provided actionable feedback to agents, resulting in a 10% improvement in customer satisfaction scores.- Assisted with customer contacts by taking calls and responding to emails and chats, maintaining a 95% customer satisfaction rating.

- Led and motivated a team of 15-18 Quality Assurance agents, fostering a culture of continuous improvement.- Tracked data and reported quality metrics to department heads and stakeholders, identifying key areas for improvement.- Developed and implemented new processes that streamlined customer service operations and reduced customer complaints by 15%.- Provided coaching and performance management to team members, resulting in a 5% increase in overall team performance.

- Listened to calls to ensure all tasks were completed and customers had a great experience.- Sent emails with feedback and ideas for improvement to agents.- Found ways to help the call floor improve and meet quality standards.- Prepared and presented training to help with improvement in the department and across the organization.- Progressed to the highest level on the team and became a team captain and point person.- Motivated the team to meet goals.- Led team meetings, managed team goals and expectations, and presented metrics to the leadership team for 8 weeks.

- Contacted potential customers to promote Pillpack Pharmacy services and benefits.- Provided exceptional customer service, ensuring customers understood the value proposition and completed their accounts.- Consistently ranked among the top performers on the sales floor, exceeding monthly sales targets by an average of 12%.

- Communicated effectively with customers, addressing their needs and resolving issues.- Met and exceeded sales goals, consistently achieving top performer status.- Provided coaching and feedback to team members, improving overall team performance and quality adherence.- Recognized as Employee of the Month on multiple occasions for outstanding performance and contributions.

- Conducted phone interviews with speed and accuracy, ensuring data integrity.- Communicated effectively with interviewees, maintaining a professional and courteous demeanor.