Coached, trained, motivated, and mentored a team of 15-20 agentsMonitored calls and metrics, provided feedback, coaching, and reporting on data. Provided support and short training to agents for honing skillsIdentified and reinforced positive behaviors through formal and informal reward and recognition.Resolved escalated issues in an efficient and timely mannerReported daily progress on customer issues to the client Addressed all email inquires from customers, agents and other managers from other departmentsPrepared shifts of agents and maintain payroll recordsReviewed performance of agents and recommended promotionAchieved monthly team statistics target throughout the job tenureProvided feedback and documented accordingly including annual performance reviews. Participated in the recruiting and interviewing process. Assisted Learning Team during new agents’ classroom training and “on-board” trainingReview operating procedures and suggest effective changes

Answered and documented agent’s product queries Addressed all email inquires from customers, agents and managers from other departmentsPrepared daily account reports and sent to managers and clientsServed as Profile Coordinator requesting system access, phone access, and Remote desktop access of newly acquired representatives

Managed a high-volume workload within a deadline-driven environment. Resolved customer inquiries, and consistently met performance benchmarks in all areas (average handling time, post call survey, call quality and accuracy.Answered customer queries, resolved customer device issues and resolved billing disputes.Provided effective and consistent technical support to clients