Mark Evans Email & Phone Number

Moseley, Va, Us

Petersburg, Virginia, United States

• Review and grade Sales Orders by Sales Agents via the NAV Database• Listen to completed calls from customers to score the interactions with callers• Compile data and stats to rate and rank the agents in each QA scorecard• Provide QA reports for management to coach agents as needed.• Set a monthly objective of 3 reviews per agents per month to be scored. • Identify any continual improvements for the agent to management teams• Role will need to be organized and have good planning skills• Strive to have Process improvement with customer focus being the goal• Contact regular calibration session to ensure the leadership team are in sync.• Provide weekly team/center metrics on agent scores • Develop with Trainer/Management training material as needed• Assist in a escalation process for disputes with the score being provide for the agent.

Petersburg, Virginia, United States

Goleta, California, United States

Answer inbound calls and respond to emails to provide customers with product information. Enter new customer information into system, or update existing customer information.Process orders, forms, and payments.Research required information using available resources.Manage and resolve customer complaints. Identify and escalate priority issues by routing calls to appropriate resource.Follow up customer calls when necessary.Document all call information according to standard operating procedures

United States