Gloria Gearhart Email & Phone Number

Denver, Co, Us

Littleton, Co, Us

Activus Connect is a premium provider of Customer Experience Outsourced Solutions, operating across the Continental US & Puerto Rico, as the “at-home, work-from-home, virtual-agent delivery model.” Model is doing what is right above anything else, with Passion, Integrity, Respect, and Authenticity.• Work closely with leadership team to aggregate, prioritize, and report on the top issues impacting decision accuracy for each team and/or project.• Responsible for assessing the quality of Ambassadors interacting with customers. • Monitor inbound, outbound calls, and assess agents’ performance based on the Quality Assurance guidelines. • Facilitate and participate in regular syncs, calibrations, and coaching sessions.• Data analytics and drive actions to execute on action plans with the executive staff.• Key to ensuring the delivery of feedback and premium solutions for our clients.

Greenwood Village, Colorado, United States

Represent financial institutions and creditors in debt resolution while delivering customer-centric solutions. Work with consumers to negotiate debt repayment, overcome obstacles, and solidify payment commitments. Ensure compliance with the applicable laws and regulations that govern third party collections, such as the FDCPA. Cornerstone Values: Do the right thing, Be Honest, and Give back to our community.

Englewood, Co

Assisted in the development of a new quality program, C.O.D.E. and ensured vendor's understanding of required behaviors. Provide ongoing feedback to process and training teams on trends, training gaps, and recommendations for enhancing agent quality performance in providing a positive customer experience. Additional support provided to the Executive Escalation department by providing written summaries of the customer's end-to-end experience. Provided forward thinking application improvements for the CRM customer housing system to assist agents ease of understanding and functionality.

Englewood, Co

Provide insight into the best business practices that would enhance the customer’s experience, improve FCR, lower churn and increase customers’ loyalty. Analyze data to identify the key drivers that are triggers throughout the customers’ life-cycle in order to achieve next issue avoidance and create a low effort customer service channel. Emphasis placed on identifying and championing initiatives to improve overall business performance. Proven ability to influence and collaborate across functional departments such as; CPS team, Finance, Marketing and CIMS developers. Define process improvements for social media, PPIL (Poor Performance Installations), Voice end-to-end procedures and reduce redundant credits. Identify improvements for online web stickiness to avoid customers’ Channel switching. Past interactions with vendors onsite has been a great success with management and agents, end results increase percentage in FCR and overall vender Quality.

Manage WildBlue’s Quality department to ensure that the quality program is adhered to by vendors and outsourced partners. Assist in the development of a new quality and incentive program. Included the creation and implementation of the training curriculum and incentive programs. Drive reporting initiatives and provide feedback to management of trends, training gaps and recommendations for enhanced quality performance.

Greenwood Village, Colorad

Assisted in creating scopes, processes and procedures for systems, products and improvement in business flow.

Supervised a team of customer care professionals in supporting internal and external customers, Managed communication through voice, email ,chat letters,and walk in customer support.

Lonetree, Co

Assist internal and external customers with bundled products for local and long distance service. Knowledge of multiple order entry systems in order to conduct adds/changes/moves. Local ISDN, local analog and digital trunks, inbound, outbound, 2 way traffic, DID (direct Inward Dial), Dedicated Data Access, Internet, Frame Relay, Private Line service, integrated T1s, Toll Free and International Toll Free service, including enhanced call routing features.

Planned, coordinated and facilitated training development programs for management staff and commercial/residential call center agents meeting the organization needs. Developed a commercial training program, web enhancements including the creation of training manuals. Process development of commercial and residential methods and procedures. Analyzed business rules and provided initial feedback for the development of new products/programs. Coached/developed Commercial customer service representatives and reported daily statistics to management

Bachelor’S Degree, Business, Management, Marketing, And Related Support Services, 4.0

Business, Management, Marketing, And Related Support Services, 3.8

Computer Science