Koral Couch Email & Phone Number

Murray, Utah, United States

I Provide employee support, coaching, and management to a team of Market research outreach specialists. My experience in call monitoring led to an opportunity to be an Interim consultant for QC, including call calibration and feedback to assist Supervisors with coaching initiatives. I am able to collaborate with clients, project managers, and agents to launch successful programs within the contractual timeframe. My consistent participation in resource planning, scheduling, bi-weekly department project status, and one on one meetings with agents ensures we are all aligned for success. To support the team as a whole I have created and implemented career development plans, standard operating procedures and improvement plans for the Outreach team.

Woburn, Ma.

Provided industry-leading customer service, prompt responses to inquiries, and appropriate follow- up, ensuring client satisfaction with service and products. Assisted the sales/marketing team by participating in trade shows, conferences, and team meetings and responded to inquiries regarding pharmaceutical kits. Supported trade relations by allocating inventory, maintaining relationships with trading partners and collaborated with warehouse personal to develop ordering and shipping schedules. Created a reimbursement program and developed standardized corporate policies for providing financial assistance. Coordinated with all departments to resolve product concerns or complaints. Managed drug take back program, to ensure compliance with laws. Worked with Complaints Manager/Quality Associates to ensure accurate information collection and reporting and conducted call quality-process improvement and coaching for Customer Service Representatives (CSRs).

Woburn, Massachusetts, United States

Provided quality customer service to internal and external customers, created action plans and trained new staff. Managed call distribution/assignments , supported CSRs in achieving individual goals through coaching and weekly one on one meetings, and ran reports from the ACT! Database, Crystal reports, and spreadsheet summaries. Coordinated with regulatory and Medical Affairs to prepare for the launch of new FIRST Kits via anticipatory messaging/scripting for promotional flyers and Customer Service calls.

Chelmsford, Massachusetts, United States