Nina Parisi Email & Phone Number

Toronto, Canada Area

• BILINGUAL CS COACHING SUPERVISOR (2012 – 2015)BILINGUAL SUPERVISOR (2005 – 2012)LEAD BILINGUAL CSR (2000 – 2005)BILINGUAL CSR (1989 – 2000)Reported to the Manager of Rewards, accountable for coaching agents to elevate.
• Performed coaching sessions by listening on 2 calls per agent per month to assess performance against QA metrics and client company standards. Identified areas for improvement and provided one on one coaching to.
• Increased underperforming agents’ QA scores through targeted training and coaching to ensure compliance with policy and procedure. Increased QA score from 60% to 85% within 2 months.
• Trained new agents on company programs, policies and procedures through a combination of classroom and one on one training/coaching. Achieved agent readiness within 1 week and maximum productivity within 1 month.
• Managed all calls from various client companies including BMO, Vancity, RBC etc. to manage the issue, provide reassurance and advise them of the planned corrective actions to ensure continued satisfaction of their.
• Supervised the activities of all customer service representatives, including performance, scheduling, issue resolution, and acted as an expert resource.

Toronto, Canada Area

• Duties included setting up appointments, answering the phone, filling out and typing medical reports, putting different medical modalities on patients, accounting, payroll, ordering office supplies and responsible for.