Monitored agent live calls listening and recordings to ensure quality standards were met for virtual team. Provide feedback and coaching to agents on all screened calls, whisper coaching on calls and coaching via chat during calls.Monitored call metrics, support tickets, and agent error reports, review for accuracy and for education and enhancement.

Order taking, data entry, knowledge base utilization, order tracking and research.Subject matter expert on contracted client product and services.Attended Quality Assurance and client provided workshops to enhance customer service skills to ensure the ultimate customer experience.

Managed 268 units of market rate housing and project-based section 8.Completed move-in/move-out apartment inspections, annual inspections to evaluate required repairs.Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.Completed Payroll approval and HR functions.