Patrycja Cochran Email & Phone Number

Raleigh, Nc, Us

United States

Florida, United States

• Led, supervised and managed a team of customer service representatives handling issues related to tax preparation, appointment scheduling, basic troubleshooting, stock and cryptocurrency trading, account security and potential fraud inquiries.• Facilitated direct coaching to each employee’s performance during one-on-one sessions, shadowing sessions and group meetings.• Coached and developed employees, utilizing the company’s mentoring program and my own professional experience.• Ensured quality standards through contact evaluations to provide exceptional customer experience to external and internal customers.• Built lasting relationships with reports, peers and supervisors to create and maintain a high-quality work environment and motivate team members to perform at the highest level.• Addressed disciplinary and performance issues, according to company policy; prepared corrective action documents.• Communicated effectively with employees about performance and made effective/appropriate decisions relative to action plans for improvement.• Participated in cross-functional meetings to review information received from operational support functions (Training, Quality, Talent Acquisition, Operations Planning, Business Analytics, Service Delivery, etc.) and partnered to define action plans to resolve performance issues and continuously improve performance.• Utilized time management to successfully handle demanding workload.• Took advantage of offered leadership development courses to further expand knowledge and skills and grow as an individual.• Actively involved in the launch of several lines of business.• Successfully developed 11 agents into leadership and staff roles throughout the course of the career.

Tampa, Fl

• Answered incoming phone calls related to the tax preparation process.• Provided remote support for tax preparation offices nationwide by answering general questions, and assisting customers with locating an available office within their area; created, canceled and rescheduled appointments.• Assisted clients with troubleshooting issues related to basic website navigation, login, and use of online accounts. Researched issues in the provided database to find the most current and accurate solutions to client problems. Used the provided tools to document every call.• Provided professional customer service as well as patient, kind and courteous attitude.• Maintained high Issue Resolution and Customer Satisfaction metrics. Assisted other agents as a Subject Matter Expert, and became a Team Leader role within 9 months of hire.

Tampa, Fl

• Answered incoming phone calls, and assisted the customers with troubleshooting technical issues with the self-directed tax preparation software.• Assisted clients with troubleshooting issues related to basic website navigation, login, and use of online accounts. Researched issues in the provided database to find the most current and accurate solutions to client problems. Used the provided tools to document every call.• Provided professional customer service, patient, kind and courteous attitude.• Assisted other agents as a Subject Matter Expert. Maintained high Issue Resolution and Customer Satisfaction metrics.

Tampa, Fl

• Sourced resumes on various job sites, including Monster, ZipRecruiter, CareerBuilder, Indeed, and screened to determine the candidates’ professional background.• Found prospecting client leads. Managed the database of business clients and candidates, using TopEchelon and CatsOne applicant tracking software.• Created job postings for available positions, temporary and permanent.• Received job applications and validated the qualifications of candidates, entered into the database and then distributed evenly among recruiters, leaving the low-priority candidates for herself to screen.• Created daily productivity reports in Microsoft Excel.• Used phone calls and emails to communicate with candidates.• Assisted recruiters and managers with administrative tasks, such as reference checks, finding housing options for the candidates, re-writing or editing candidate resumes and preparing all of the required submission documents.• Created and perfected templates for notification emails, candidate screening sheet and job order sheets.• Improved the database functionality by introducing new clearly-defined way of coding records.