Codey Rhoads Email & Phone Number

Analyzed performance data, and communicated results to staffQuality assurance through real time monitoringProvided over the shoulder support to agentsCoach and mentored staff to meet company goalsResolved escalated calls from unsatisfied customersAudited customer credit expendituresOrganized and facilitated bi-weekly staff meetingsManaged and audited staff.

Train new hires the policy and procedure Maintain Customer/Client FocusSet expectation on driving performance once hit production. Managed and audited staff payroll through time card maintenance system and schedule adherence.Create teaching outlines to adjust to the different learning styles Test trainees to measure progress and to evaluate effectiveness.

Device support provided through tier 1 & 2 troubleshootingManaged a high-volume workload within a deadline-driven environment. Customer sales for devices and carrier servicesExplanation of billed servicesNegotiating skills Being able to identify customers concerns and relating to them by empathizing.Managed upset customers, conflicts and challenging.