Performs call monitoring and provides trend data, quality reports, and feedback to the Director and the members of the Operations team. Uses quality monitoring data management system to compile and track performance at team and individual levels. Participates in Member listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff.

I act as the company's frontliner by making sure to provide exeptional customer service experience. I handle phone queues both inbound and outbound calls. Doing email, chats, and SMS as well.

Technical chat support