Marissa Fabillon Email and Phone Number

• Directly reporting to the Operations Manager • Reviewed hourly, daily and weekly statistical reporting with regard to performance and quality. • Manages lists and completes reporting as required. Overall, manages the dialer (Aspect). • Managed supervisors in identifying, recommending and implementing changes to improve quality and performance of the team. • Attended all new projects training for respective client programs. • Provided timely and effective feedback to supervisors regarding performance measures related to each project. • Worked as a leader on the team to ensure the highest performance goals and objectives are met for the client and the company. • Met quality and performance metrics as outlined by the company. • Motivated and coached Supervisors daily through group meetings, one on one coaching sessions and proposed games and incentives for the Sales Executive staff. • Monitored telesales staff through wave file recordings and silent monitoring and provided feedback and co-created action plans with supervisors for continuous improvement of Sales Executive staff. • Achieved daily goals and maintain a maximum level of performance per project. • Assisted in the development of supervisors and Sales Executives through staff observation, coaching, feedback, monitoring on a daily and weekly basis. • Was on the floor 40% of shift to assist Supervisors, and Sales Executives with questions and issues related to the project. • Recommended and discussed potential training needs for staff and assisted the with implementation processes when necessary. • Coordinated with company’s Operations support groups (I.T., Quality Assurance, Telecoms) for the project or campaign’s needs.

• Directly reporting to the Operations Manager • Reviewed hourly, daily and weekly statistical reporting with regard to performance and quality. • Manages lists and completes reporting as required. Overall, manages the dialer (Strata and SER). • Managed supervisors in identifying, recommending and implementing changes to improve quality and performance of the team. • Attended all new projects training for respective client programs. • Provided timely and effective feedback to supervisors regarding performance measures related to each project. • Worked as a leader on the team to ensure the highest performance goals and objectives are met for the client and the company. • Met quality and performance metrics as outlined by the company. • Motivated and coached Supervisors daily through group meetings, one on one coaching sessions and proposed games and incentives for the Sales Executive staff. • Monitored telesales staff through wave file recordings and silent monitoring and provided feedback and co-created action plans with supervisors for continuous improvement of Sales Executive staff. • Achieved daily goals and maintain a maximum level of performance per project. • Assisted in the development of supervisors and Sales Executives through staff observation, coaching, feedback, monitoring on a daily and weekly basis. • Was on the floor 40% of shift to assist Supervisors, and Sales Executives with questions and issues related to the project. • Recommended and discussed potential training needs for staff and assisted the with implementation processes when necessary. • Coordinated with company’s Operations support groups (I.T., Quality Assurance, Telecoms) for the project or campaign’s needs.