Jeff Daniels Email & Phone Number

Managed a team of 15 – 25 Customer Service Representatives (CSR’s)Coached representatives regarding their job performance, ensuring they met client and company objectives.Performed day-to-day tasks, such as approving CSR timecards, managing CSR attendance, performing quality audits on inbound phone calls, handling escalated calls from customers.Was given the duty of Payroll POC for the centre, ensuring that CSR timecards were all approved without errors, and punch codes were corrected for client billing.Was called upon to offer operational support , remotely and onsite, for our call centre in Costa Rica. Duties included: - Coaching Team Leaders to effectively and efficiently manage their teams - Sharing best practices to achieve client and corporate goals. - Assisted in the launching of a new client contract while onsite.

Assisting customers to troubleshoot internet connectivity and pc issues, while maintaining a high level of quality, customer service and professionalism.Assisted new-hire trainees integrate into the call centre through coaching and side-by-side call handlingConducted weekly recursive training seminars for existing agents on a variety of technical and non-technical subjectsServed as a back-up Quality Evaluator.