Coby Leist Email & Phone Number

Leading a team of quality analysts at Foundation for California Community Colleges (FCCC) that monitor and evaluate the performance of call center agents who provide customer service to various clients. I use positive reinforcement learning techniques to motivate and coach my team, as well as to provide feedback and guidance to the agents. With eight years of experience in technology and the call center industry, I have developed strong communication and team management skills. I create and maintain key performance indicators (KPIs) using data from quality assessments, and I develop action plans that improve and sustain high-quality metrics. I helped launch a quality department from the ground up at FCCC, and I am passionate about delivering excellent customer service and ensuring that the agents meet and exceed the expectations of FCCC and its clients.