Joanne S. Email & Phone Number

Texas, United States

Leads and develops a team of 12+ associates by coaching them to meet and exceed call metrics and provide excellent customer serviceManages de-escalations for frustrated customers and alleviates challenging situations by turning interactions around Facilitates weekly trainings to enhance the knowledge and skill set of the teamDrives company initiatives including quality assurance, call handle time, and representative growth Adjudicates contracts and trains the team to speak to… Show more Leads and develops a team of 12+ associates by coaching them to meet and exceed call metrics and provide excellent customer serviceManages de-escalations for frustrated customers and alleviates challenging situations by turning interactions around Facilitates weekly trainings to enhance the knowledge and skill set of the teamDrives company initiatives including quality assurance, call handle time, and representative growth Adjudicates contracts and trains the team to speak to contract policies and terms Utilizes systems including Genesys, Microsoft Office Suite, and proprietary contract systems Manages Saturday scheduling for 60+ associates to ensure coverage for hours of operation Developed and launched company wide training for de escalations and denied claims Creates and manages projects and roll outs for de escalation and Saturday schedule set up to allow associates a better work life balanceProvides direct and straightforward coaching to team members on soft skills Maintains a high-performance team with side by side development and instills ambition within the team to be successful Show less

Arizona, United States

Trained and team sold product alongside Sephora and Ulta beauty advisors Ensured metrics were met for sales goal and event goalsPositively impacted average dollar sale (ADS) and units per transaction (UPT)

Arizona, United States

5+ years of talent development training and facilitating all employee learning materials for paid services and performing certification with a focus on Get, Give, Teach, and SellDrive results by planning and aligning around company initiatives including Sephora Credit Card, Net Promoter Score, Sephora Collection, Omni channel selling, and ADSParticipated in prescreening and interviewing interested candidates in the hiring process Onboard new associates with orientation, system… Show more 5+ years of talent development training and facilitating all employee learning materials for paid services and performing certification with a focus on Get, Give, Teach, and SellDrive results by planning and aligning around company initiatives including Sephora Credit Card, Net Promoter Score, Sephora Collection, Omni channel selling, and ADSParticipated in prescreening and interviewing interested candidates in the hiring process Onboard new associates with orientation, system training, module completion, and introductions Prepared and launched a Sephora Collection event generating $10,000+ in revenueSpearheaded training for paid services initiative in Southern California and Arizona regions Ensured metrics were met across the entire store and Sephora CollectionNavigated and met performance goals through challenging times and was adaptable to evolving business needsLed with integrity and drove Sephora Values when making business decisions and treated others with dignity and respect Positively impacted average dollar sale (ADS) and units per transaction (UPT)Strategically planned quarterly and yearly goals to bring Sephora Collection sales to the highest in the district Launched new store opening in Arizona January 2021 Show less

Orange County, California Area