Kimberly Stauffer Email and Phone Number

- Monitor and evaluate agent calls for the Patient Support Program.- Assisted with creating an improved quality monitoring score card.- Created a format for weekly and monthly reports for each role/brand in Patient Support Program.- Initiated a reporting structure detailing agent performance based on the quality monitoring score card.- Responsible for continuously sending weekly and monthly reports on agent performance.- Compile quarterly presentations highlighting quality… Show more - Monitor and evaluate agent calls for the Patient Support Program.- Assisted with creating an improved quality monitoring score card.- Created a format for weekly and monthly reports for each role/brand in Patient Support Program.- Initiated a reporting structure detailing agent performance based on the quality monitoring score card.- Responsible for continuously sending weekly and monthly reports on agent performance.- Compile quarterly presentations highlighting quality results of the call center.- Compile and send monthly Voice of Customer reports.- Lead call calibration sessions monthly with brand partners.- Identify areas of opportunity for call center agents and liaise with call center Team Leads to coach and train. Show less

Quality Assurance Consultant for the Sales and Customer Care Team. I analyzed calls, emails, and online chats to determine areas of opportunity. I measured the consultants on the quality of their interactions monthly and provided continuous coaching feedback.

Provided exceptional customer service and continuously met sales, productivity, and quality targets. Engaged with customers via phone, email, chat, and social media.