Responsibilities include conducting coaching sessions, providing reports, leading meeting, interviewing, assigning tasks

Evaluated all call center interactions with customers to ensure compliance and company standards are upheld while providing trends to improve experience, and feedback to help the Quality Assurance Department run more efficiently and effectively.

Evaluated all customer interaction events - calls, emails, documents, credit reporting disputes, bankruptcy, escalated calls

Negotiate payment plans or settlements with credit counselors to help clients payoff existing debts Build solid relationships with credit counseling companies that create mutual financial benefits for the company and the clientEmailed and faxed incoming and outgoing documentation Processed incoming mail and distributed to appropriate departmentRan daily reports and workload for department productivity and workloadSupported management with handling escalated calls, determining lunch schedules and ensuring completion of tasksCreated and monitored monthly contest for fun and employee moral.

Managed database functions to process new memberships, apply fees, and collate and verify corresponding data to state and national levels. Trained new employees on processing administrative documentation to maintain expected levels of service.Assisted clients with Realtor store providing products needed within the industrySupported the Realtor school with ordering and receiving class materials (books and CD's)

Partnered with the End User team responsible for data input and verification accuracyCommunicated with national and international work associates via Lotus NotesAudited internal and external customers’ data ensuring accuracy while meeting department quotasLiaised with Auditors to verify new QA processes and proceduresAcknowledged for high level productivity in project management and given increased responsibilities with new and more challenging projects

Ensured passengers were given a safe and pleasurable journey within passenger cabin and provided support to captain and crew by preparing ferry before and after every trip Furnished exceptional customer service, displayed a professional, organized and entertaining mindset to unfailingly meet and surpass passengers’ requirements and expectationsSupervised 3-5 service staff members in food, service, and cabin quality standardsScheduled reservations, balanced monies, attended to passenger queries

Supported students with enrollment administration; batched and applied payments at close of day and ran verifying processesAssisted with processing tri-monthly dues, correspondence, sorting, and mailingRetained accurate records for assignments and testsResponded via phone, internet and face to face to customer queries with superior service