Cameron Sapp Sr. Email & Phone Number

Atlanta, Georgia, United States

• Collaborates with subject matter experts to develop course content specific to department’s standards and policies.
• Utilizes instructional design concepts and performance improvement processes to analyze, design, develop, implement and evaluate instructional materials and programs.
• Efficient with creative designs and production according to timing, content, budget and learning environment.
• Responsible for building templates, coaching tools and experiential activities targeted for company growth and employee engagement best practices.
• Writes scripts for audio and video content.
• Excellent written and oral communication skills, including the ability to effectively convey technical information to non-technical colleagues and clients.

Atlanta, Georgia, United States

• Lead a team of up to 35 entry-level roadside agents responsible for inbound/outbound calling all while providing exceptional customer service experience.
• Responsible for training and educating new/existing employees on the current processes and procedures through creative training skills.
• Directs workforce management activities and sets performance goals and department objectives.
• Responsible for the overall performance and productivity of direct reports.
• Proven ability to meet performance metrics, efficiency, and quality assurance targets.
• Responsible for coaching and career development to ensure agent growth and success.

Atlanta, Georgia, United States

• Serves as Point of Contact for all real-time roadside issues and that may arise from a customer being stranded on the road to an agent needing assistance with dispatching a jump start or flat tire service.
• Demonstrates leadership skills by providing real-time coaching, hands-on assistance to agents on the floor, as well as responsible for taking customer escalations.
• Responsible for making sure working agents follow their schedule accordingly to Genesys to minimize business risk and promote customer service satisfaction.

Greater Atlanta Area

• Monitor and evaluate a team of 16 (4 remote agents in Northern Kentucky) merchant specialists daily work flow, including scheduled adherence, escalations, case management, weekly 1:1 coachings, agent productivity, and.
• Responsible for managing the day-to-day operations, delivering production statistics (KPIs), service level predictions, occupancy, in-depth call data, and forecast volumes.
• Evaluate and identify certain customer/merchant risks within the company and make immediate recommendations to executive leadership such as: requesting immediate termination or reactivation due to close complaint rate.
• Accountable for educating merchant on fees, credit card terminals finance charges, and a plethora of banking laws across the United States.
• Responsible to source, recruit and hire to grow the active headcount of the merchant department.
• Communicate with all levels of leadership daily (HR, Executive Leadership, Back Office, and Merchant Management) to operate effectively.

Greater Atlanta Area

• Point of Contact for quality assurance reviews on representatives’ performance, through strategic metrics to ensure quality goals and policies are met on a weekly basis.
• Responsible for the development of 50 agents which included coaching, helpful tips and guidance based on audit findings and delivering performance feedback to agents, as outlined in the companies policies and procedures.
• Monitor representatives to make sure up-to-date information is being delivered and current standards and procedures are being followed.
• Responsible for implementing job aides, scripts and tasks, and other tools to assist agents in improving their overall customer service experience.
• Mentor newly hired agents to ensure a smooth transition from learning to a daily production environment.

Greater Atlanta Area

• Documented receipt of complaints, escalations, and risk events received from account holders, merchants, and legal entities within Salesforce.
• Served as point of contact for investigating complaints by reviewing relevant documents and providing an attainable resolution on a day to day basis.
• Analyzed complaint data, looked for trends, and reported the findings to senior and executive leadership.
• Responsible for reviewing credit card dispute cases to determine financial liability on the MasterCard regulations on a day to day basis. In addition, interacted with external customers to explain charge back policies.

Greater Atlanta Area

• Responsible for maintaining positive and helpful relationships, with clients/agents as a means of achieving customer satisfaction.
• Provide agents with complete and accurate information using the department manual, training sessions and system as source of information.
• Answer all questions and requests when it comes to compensation and bonus inquiry for all agents and Regional Vice Presidents in the company.

Rochester, New York Area

• Responsible for creating marketing programs for large and small businesses.
• Giving support to employees by promoting brand awareness and lead generations through digital channels, social media, and email programs.
• Responsible for hiring, mentoring and coaching development to help the customer experience amongst current employees.
• Focusing on sale efforts by studying new and potential buyers for a specific market.
• Responsible for researching numerous markets and analyzing media technology.
• Ensure high quality standards with the highest degree of customer service.

Henrietta, New York

• Responsible for taking high intense escalations to resolve First Call Resolution.
• Accountable for creating out of the box solutions and powerful negotiations skills for customers requesting to speak to executive leadership.
• Offer coaching and quality assurance training to support customer service representatives.
• Responsible for assisting customer representatives with call sequencing to resolve customer concerns.

Rochester, New York Area

• Perform TIER I troubleshooting to resolve technical issues for customers to prevent future problems.
• Answer user inquiries regarding computer software operations, Microsoft and MAC programs.
• Resolve customer concerns by performing activities such as: invoice billing, technical assistance, and product services.
• Recommend improvements in products, packaging details, and detailed billing shipping methods to resolve First Call Resolution.

Rochester, New York Area

• Responsible for providing advocacy on behalf of individuals and families in the areas of education, housing, judiciary, and medicine.
• Accountable for collaborating with other service providers to promote a well-rounded quality of life for individuals with developmental disabilities.

Rochester, New York Area

• Works one-on-one in the consumer’s home and community to address a variety of life skills to include social awareness, recreational and other activities of daily living.
• Responsible for developing plans to build social and communal relationships while preventing social isolation in the community

New Orleans, Louisiana

• Work with and through management to develop and implement actions that protect company assets and profitability.
• Use company reports to analyze sales, gross profit and inventory activity.
• Accountable for ensuring customer satisfaction, drive sales, increase profits, supervise entry-level workers, and spur employee productivity

Bachelor Of Arts (B.A.), Mass Communication/Media Studies

Mass Communications, Radio Disk Jockey , On-Air Personality, Copy-Editor (Newspaper "Courtbouillion"), Camera Operator, Public Speaking

High School Diploma, Computer Technology/Computer Systems Technology