Jessica E. Email & Phone Number

Detroit, Mi, Us

Review and analyze team member interactions across various segments to improve and enhancethe overall customer experienceTrack and analyze performance at individual and organizational levelsProvide verbal and written feedback and recommendations for improvement to CustomerSpecialists and leadership teams Conduct in-depth analysis of QA data and present findings on customer trends, trainingopportunities, coaching recommendations, and process gapsCoordinate and facilitate call calibration sessions for QA Team and customer service leadershipteamsTrain and develop new hires through daily coaching sessions and provide weekly feedback tomanagers and directorsProvide analysis and feedback to leadership teams for workflow improvement and enhancedcustomer experience.

Effectively manage incoming requests/projects for Law Firms, Major Accounts, and Small BusinessesResearch and gather necessary information to ensure compliance with corporate needsPrioritize projects to meet client's timeframes and expectationsCollaborate with management to streamline processes, exceeding client's needs

Partnered with Sales, Accounting, and Credit departments to ensure smooth onboarding processFacilitated onboarding of new accounts to managed services, ensuring accuracy and completionTrained new hires and managed personal accounts

Provided consultative service to drive cross-selling opportunities during customer interactionsAnalyzed team workflows and made recommendations for improvementRepresented CT in face-to-face interactions and served as subject matter expertLed team members through coaching, mentoring, and training to achieve organizational goals.