Pamela Jacks Email & Phone Number

Englewood, Co

• Assumed a proactive approach to performance management, providing timely, highly effective feedback using strong coaching skills to drive both individual and team performance. • Worked to always obtain full buy-in to project goals by making coaching a priority and developing strong employee relationships while holding agents accountable for their contributions to the project. • Supervised, coached and trained as many as 25 customer service agents at a time, driving increases in both individual and team performance. • Ensured the full support of agents regardless of who they reported to in order to support overall goal achievement. • Proactively identified major issues to clients in order to resolve them in a timely, professional manner to the customers. • Take escalated calls from agents, working to resolve outstanding customer issues in a timely, professional manner in line with company policy to maintain the levels of customer satisfaction and loyalty. • Resolved a wide-range of issues through the use of “outside-the-box” thinking while working in line with strict company policies and procedures. • Continually monitor agent phone calls, providing timely feedback to ensure high customer satisfaction scores and coaching agents on ways to maximize sales opportunities. Notable call center leadership achievements while in the position include:- Motivated and encouraged agents to sell products identified by the management team, resulting in the highest sales of a service ever achieved by the call center. - Promoted twice within a 2-year period after being hiring into a temporary position.

• Assumed a proactive approach to performance management, providing timely, highly effective feedback using strong coaching skills to drive both individual and team performance. • Worked to always obtain full buy-in to project goals by making coaching a priority and developing strong employee relationships while holding agents accountable for their contributions to the project. • Supervised, coached and trained as many as 25 customer service agents at a time, driving increases in both individual and team performance. • Served as a collection agent in a fast-paced call center environment for both USAA and Dell Financial Services.• Implemented effective purchasing methods to use in a retail environment, ensuring profitability through merchandise, inventory rollover, operating costs and expense control.