Gerald Grant Email and Phone Number

My daily job duties includes, monitoring daily, weekly, and monthly performance of agents.Providing coaching and development of agents to ensure that they are effectively utilizing all of the information and tools available at their disposal to provide each customer with a personalized solution.Running morning, mid-day, and End of Day Huddles.Conducting leadership meetings. Training of agents on various productsUsing Data Driven Decision Making to effectively move metrics in upward trend.Successfully maintaining #1 Ranking Position for performance site wide, and nationwide multiple timesRun multiple campaigns (Customer Retention and Multi-Line of business Customer Service/BillingCreate daily Activities using Data Driven Decision Method.Calibration calls with clients speaking to data, metrics, and behaviors that drive numbers in either negatively or positively.Stand-in Operations ManagerCommunicate with scheduling team regarding schedule changes/modifications to ensure that answer rate and availability needs permit.Create Spiffs & activities for team engagementAccountability conversationsTraining and development of potential, new, and active team leads