Managed all performance within an 11-16 employee department (compliance to standard work, attendance, quality, productivity, etc.) to reach expected standards in the areas of Billing, Technical, Sales, and customer service.Gives performance feedback to employees by conducting regular coaching and yearly performance evaluations.

In charge of overseeing day-to-day team performance Address operational and/or administrative concerns real-time as they arise.Coach agents on behaviors that affect both scorecard and interpersonal performance Formulate action plans to address identified performance gaps and monitor action plans being executed to ensure success.

Inbound tech and billingIn charge of overseeing day-to-day team performanceAddress operational and/or administrative concerns real-time as they arise.Coach agents on behaviors that affect both scorecard and interpersonal performance.Formulate action plans to address identified performance gaps and monitor action plans being executed to ensure success.

Lead GenerationCredit Card pullingSalesGenerating leads to be forwarded to a Senior Specialist.