With over 20 years of client service and leadership skills I bring a high degree of service excellence to all engagements. I work with the public and I ensure to do the best I can to resolve any issues. I strive for growth and development and learning new skills is a big part of that. I have extensive experience in the areas of Training, Coaching, and Team Lead. I have demonstrated a proven ability to handle and de-escalate difficult situations by applying excellent interpersonal, active listening and problem solving skills. I always employ strong communication and verbal skills and use tact, discretion, diplomacy and courtesy.In a leadership role my inspiration and drive comes from a desire to see my agents reach the level of success they desire. I stimulate their motivation, inspiration and value of themselves in their roles. I will support, direct, educate and counsel them as necessary. I strive to develop and maintain positive relationships by fostering an environment of open communication, approachability, and fair and consistent treatment of employees. It is important for me to make each interaction a valuable and positive experience for my peers and the public. I understand communication styles and will work with each individual in a manner that is most effective. I believe my work is only as good as how well people feel treated throughout the whole process. My work is always done to the best of my ability and I enjoy teaching and assisting others. I have seven years experience training, coaching and onboarding new hires, five years monitoring agent accuracy and performance, four years as a Team Leader. I also have experience performing interviews during the hiring process. While I am proficient working independently I am also effective working collectively and collaboratively. I am accustomed to working in a fast paced and high volume environment and I am quite able to multi-task and prioritize.