Brian Hetrick Email & Phone Number

Scottsville, Ky, Us

As a Training Coach, I am responsible for supervisory duties to develop and support new call center customer service representatives to attain client goals with a focus on helping the new agents develop the skills and knowledge they need to achieve their full potential.My duties include, but are not limited to, facilitating, monitoring trends, coaching, motivating and developing a project team of Customer Service Representatives (CSR's) to achieve Afni's and the client's performance objectives and individual/team goal attainment. Managing classroom dynamics through coaching/documenting undesired behaviors.Delivering training and instruction to engage and stimulate existing and newly hired employees in a manner than promotes transfer of knowledge and application of skills. I promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance. During instruction, I provide and manage an environment that fosters trust, learning and performance.I plan and prepare for instruction making sure that appropriate instructional methods and materials are used for specific mode of learning. I collaborate with my Training Manager and my peers to obtain or provide best practices and any other needed support. I also collaborate with my team's intended Transition Coach on matters such as training needs, best practices, performance indicators, and call-taking support.I also perform administrative tasks, such as administering attendance and payroll records and reports, and training reports.

Bowling Green, Kentucky

Bowling Green, Kentucky

As an Inbound Customer Service Representative, I interacted with customers regarding questions about their cellular service account. I focused on resolving the customer's concern in a timely and efficient manner, while providing an exceptional experience, while maintaining Afni's and the client's performance goals.

Belding, Michigan

Hammondsport, New York