Deborah Schrade Email & Phone Number

• Monitor and communicate performance expectations to ensure retention targets and ensure customer satisfaction is met.• Document all coaching’s and communications via Coaching Development Tool daily, PATS weekly, and Dashboards monthly to ensure effective communication to support a high performance team.• Track employee performance to identify potential issues and/or recognition opportunities, providing individual coaching or recommending additional group oriented training as needed. • Ensure representatives have knowledge of, and comply with, all company policies, procedures, attendance, and performance plans. Implement and communicate changes through weekly Huddles. • Coordinated with Human Resources in hiring coachable individuals for inbound channel.• Manage within company HR guidelines, providing coaching as needed and following company policies and procedures regarding disciplinary actions.• Motivate workforce through teambuilding, modeling positive behavior, and by creating a challenging work environment that stimulates personal growth and desire for achievement.• Act as information resource for reps on products, service, and policy questions. Research problems, negotiate solutions with customers, raise awareness of retention/sales/service opportunities or improvement in call handling, perform or assign follow-up work, ensure customer satisfaction, and minimize customer churn.