Carey Grayson Email & Phone Number

Edgewood, Maryland, United States

Edgewood, Maryland

Hunt Valley Md

• Coach and develop agents to meet and exceed daily and monthly goals• Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.• Weekly Quality assurance call reviews for team of 12 agents• Lead one on one coaching sessions weekly • Mentored lower performing team members to meet expected company metrics • Enforce company policy and handle disciplinary action as needed • Adhered to rigorous standards for… Show more • Coach and develop agents to meet and exceed daily and monthly goals• Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.• Weekly Quality assurance call reviews for team of 12 agents• Lead one on one coaching sessions weekly • Mentored lower performing team members to meet expected company metrics • Enforce company policy and handle disciplinary action as needed • Adhered to rigorous standards for customer service and collections, following FDCPA guidelines and maintaining industry compliance standards• Designed and implemented compliance program to decrease errors amongst agents• Analyze data to make adjustments to daily strategies in order to maintain maximum efficiency on the collections floor • Track EOM results to identify trends month over month and make adjustments to calling strategies accordingly• Collaborate and assist training department with on boarding new hires• Effective communicator with leaders and team members to meet any and all business needs• Well versed in Microsoft office suite• Paypal Autism Speaks Fundraising Liason Show less

Hunt Valley, Md Us

Hunt Valley, Md

Baltimore, Maryland Area

• Manage and lead Intake department of 6 representatives • Log and distribute all incoming referrals/orders from over 10 hospitals in the Baltimore area• Proficient in third party insurance verification, Medicare and Medicaid• Coordinate delivery of goods with patients and/or case managers • Teach and train team members on various customer service strategies as well as cross-training current employees • Created and Implemented new QA process for improving customer service… Show more • Manage and lead Intake department of 6 representatives • Log and distribute all incoming referrals/orders from over 10 hospitals in the Baltimore area• Proficient in third party insurance verification, Medicare and Medicaid• Coordinate delivery of goods with patients and/or case managers • Teach and train team members on various customer service strategies as well as cross-training current employees • Created and Implemented new QA process for improving customer service accuracy Show less