Monica Champion Email & Phone Number

Mcallen, Tx, Us

Edinburg, Texas, United States

• Within four months of hire, my rated metrics and performance were sufficient to warrant a promotion to “High Performance CCR”/Supervisor Buddy”. The position came with additional responsibilities relating to development and support of other agents as well as preparing daily and weekly metrics reports for supervisors on agent performance.• Additional duties assigned include answering “Mentor line” calls assisting with complex issues faced during live calls, recorded call monitoring and feedback submission as well as live call monitoring with active guidance. • I meet with and evaluate new representatives and make official recommendations pertaining to agent performance under my observation to my immediate supervisors who consider promotion or retraining of agents.

United States

• With Sitel, as a professional service provider, I’ve served as the point of contact for Starbucks employees with questions about benefits eligibility and enrollment, payroll services, and numerous HR related requests. These positions involve maintaining targeted metrics pertaining to handle time, after-call work, and so on.• As a client care advocate, I’d help facilitate solutions for customers with complaints about in-store service, as well as relay positive customer experience through proper channels. I’d help our clients with promotional details and eligibility, and troubleshoot any account related issues.

Pharr, Texas

• My role at BHSST involved working with those in recovery from alcohol and drug addiction. My approach is to support one’s journey through the recovery process by helping to identify contributing traumas and guide them through their healing and lifestyle improvements. In fact, one of earlier participants has done so well, he has gone to secure a position at Behavioral Health Solutions as a Peer Recovery Coach as well.• I reached out to a wide network of local organizations to establish and maintain a network of resources and support that we are able to refer our participants to such as rental assistance, mental health support, food banks, counseling, work-force, etc. We also facilitated “sober events” which are gatherings for our participants to fellowship with each other in a fun and sober environment.• I conduct group and individual sessions to discuss with participants their recovery plans and progress. These sessions are in both English and Spanish and are performed in person or online. I manage a significant number of cases and am responsible for keeping their files up to date. • A key function of the position is developing rapport and creating positive connections for our participants. It is crucial to provide relationships established on trust, shared aspiration, and positive reinforcement. This is a mentoring role and I strive to set the example for those we work with.

Edinburg, Texas, United States

• Prior to the store opening, I assisted with pre-launch preparations involving inventory, training, and store set-up. Guidelines and operation standards were established and our staff was brought up to speed resulting in an incredibly successful store launch.• Whilst overseeing daily operations and managing team-members, I maintained exemplary numbers for metrics such as customer satisfaction, drivethru time, and labor costs, which were lowest in the company.• Since the on-set, labor costs under my watch had been lower by a significant margin; as it were, this location, as a whole, consistently maintained the lowest labor cost in the company.