• Receive inbound calls from Guests relevant to ULTA Beauty & Cosmetics Policies.• Relay & Answer Guest’s questions, as well as augmenting/transcribing full understanding of what information is being requested to team of over 70 Agents. • Assisted Team Captains/Assistant managers in various duties regarding Team Issues/ CCP’s schedules/ Adherence reporting.• Supervised Coaching to CCPs/ monitor & supervised / Team Building /Training• Document / transcribing all escalated calls with regards to Customer’s inquiries through recorded calls - implemented accurately using ULTA /Alpine software programs.• Knowledge of most ULTA products/Marketing sales/Weekly Promotions distribution • Provide quality Tech support service for CCPs live on call/ Client Program Support Training on live sessions, with one on one monitoring and coaching with CCPs/Agents• Communicate clearly and effectively with Client and Management Teams• Promote & Supervised good listening skills & managed length of calls/ (Average Handle time or AHT)• Recognizing and managing assertive customer call support excellence• Filing statistical reports/ Manager on Duty/ call recordings QA’s Transcriptions• Maintain compliance with SYKES safety, security, and privacy programs• Transcribed Day to day operations and key point of contact with all Agents CRM (Customer Relationship Management)

Increased Revenue via Doctors, Nurses, Hospitals & Care CoordinatorsMarketing Plans Per Region Home Healthcare Comprehensive KnowledgeSecured 30-40 referrals monthlySales Training