Responsibilities included: Coaching sessions, direct feedback on the spot, perform live call monitor, evaluations and side by sides. Communicate and ensure the understanding of changes, expectations, updates or reminders to associates on a timely manner. Analyze performance, track trends and drive results in key metrics such as QA, AHT and rechecks. Identify performance issues, develop action plans for improvement, and implement corrective actions. Build weekly reports to provide visibility on team performance. Track associate attendance and build feedback reports. Update team dashboards. Develop and motivate associates. Conduct team meetings and team builders. Assist and actively participate on calibrations. Create department transportation list. Audit QA & TL evaluations. Audit calls from the entire department. Stay current on internal work processes, policies and procedures. Provide floor support. Complete supervisor development trainings. Complete weekly phone call time. Constant communication and partnership with all other departments such as training, quality and external vendor management.

Superb TL performance for Telemedicine campaign. Responsibilities included but not limited to, coaching sessions, live call monitor, evaluations and side by sides. Analyze performance, track trends and drive results in key metrics such as QA, AHT and rechecks. Build weekly reports to provide visibility on team performance. Track associate attendance and build feedback reports. Update team dashboards. Assist and actively participate on calibrations. Create department transportation list. Audit calls from the entire department. Provide floor support. Complete weekly phone call time.

Developed and motivated associates, coaching sessions, call listening and monitoring, evaluations, side by sides, identifying performance issues, developing action plans for improvement, and implement corrective actions. Constant communication and partnership with all other departments such as training, quality and external vendor management. Staying current on internal work processes, policies and procedures and completing all supervisor development trainings. Promoted Convergys values through both behavior and attitude.

Top sales associate for a cell phone company. Assisted customers on completing purchases and identified customer needs to provide the best option that suited their expectations.

Customer service agent for a cell phone company. Excellent at building rapport and showing empathy. Assisted customers making payments, troubleshooting, changes on their accounts and complete activation process for new customers.

Sales associate for a hotel reservations company, met all required key performance indicators.