Monica Devlin Email & Phone Number

Basking Ridge, New Jersey, United States

Robbinsville, NJ

• Manage the planning and development of design and procedures for metrics reports including FCR, Close Rates, PBAs and Handoffs.
• Analyze data of daily reporting and stack ranks for key metrics and strategic areas of focus of 600+ Union employees and 39 Team Leaders.
• Evaluate trends, track progress and contribute to District plans which support goals including customer service, revenue growth, cancels, cost management and employee communications and development. Supports strategies.
• Owned PBAs for Q4 2017, auditing bottom 15% of the office, identifying behaviors and process knowledge gaps during observations, and coaching to those situations. Improved PBAs by 11.1% from October to December.
• Develop and facilitate sales contests to help build engagement and drive performance
• Coach and develop front line consultants by composing job aids and sales guides to improve performance.

Robbinsville, NJ

• Coached front line consultants by observing to identify behaviors for focused development.
• Spear-headed creation of offline process during EWS to simply process for contingent workers with limited call center experience. Coordinated resolutions for escalations and managed BAU and EWS follow-ups across the.
• System SME for Hamilton, responsible for reporting outages, notifying office and finding work-arounds for complex issues.

Robbinsville, NJ

• Managed front line contacts with our customers. Analyzed customer accounts to assess the needs to the household. Engaged customers in dialogue, demonstrated accountability and reassured customer to see their problems.
• Strengthened peer knowledge of backend systems and Verizon processes by encouraging them to utilize all tools available.
• Met and exceeded monthly sales objectives by selling the value of Verizon, saving customers and reducing repeat calls.
• Worked with team lead toward redesign of Call of Fame so agents can more easily find snippets of calls that best relate to the Big Rock in which they struggle. This allowed for the best use of the limited off-line time.

Quakerbridge, NJ

• Operated daily functions of Million Dollar studio, including but not limited to staffing, scheduling, budgets, inventory, and maintenance of the studio.
• Provided excellent customer experience to clients and their families while meeting sales objectives, as well as signing customers up for company loyalty program.
• Managing staff up to 25 people including coaching, training, and discipline of associates when necessary.
• Established role of leadership among peers, promoted from Seasonal Photographer to Sr. Asst. Manager to Studio Manager within a two year time frame.

Toms River, NJ

Toms River, NJ

West Long Branch, NJ