Jeff Enos Email & Phone Number

Baltimore, Maryland, United States

Played an instrumental role in leading and development of a new loan customer service department.Created and ran training for new department processes and procedures to maximize performance and quality customer support.De-escalation of client concerns and enhancing clients overall understanding of their program/ loan process. Quality audits of agents calls to ensure compliance with company standards. Monitored live calls to be able to provide real time feedback via live chat with agents.Tracked trends and provided updates to grow the newly formed department. Broke down metrix to agents and superiors in weekly coaching role plays and meetings.

Baltimore, Maryland, United States

Maximized performance by monitoring daily activities and mentoring team members. Consistently lead top performing agents.Reviewed performance data to monitor and measure productivity, goal progress and activity levels. Managed schedules, accepted time off requests and found coverage for short shifts. Exercised composure under pressure and in escalated customer service scenarios.Provided performance date updates to supervisors highlighting strengths and opportunities of agents.Focused on development through weekly coaching to maintain performance and continue agent growth.Provided an upbeat positive work environment with high morale by setting company standards through agent recognition.

Baltimore, Maryland, United States

Worked closely with the manager to work on development of customer service agents.Ran training on de-escalations and other agent developments.Increased team participation and morale

Lancaster Pa

Bar tending and serving while handling important customer service responsibilities.

Lead and motivated high school lacrosse team while trying to develop students into better individuals