*Delivered strategy to clients on how they'll achieve that success using the products.*Sets up roadmap plans for clients in line with their goals and objectives.*Ensured that the right resources are delivered to clients at the right time to get the most value from using the product.*Maintained customer loyalty, upselling existing customers to new features within the product, fostering a long-term customer relationship, and ensuring that their customers are achieving their goals

*Reviews agent performance results daily to ensure all goals are met or exceeded.*Identifies performance gaps and prepares action plans for effective coaching and performance improvement during one-on-one feedback.*Monitors and assesses employee calls to drive performance improvement plans.

*Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)*Analyzes and trends agent KPI/Sales performance*Performance coaching.

*Answer incoming calls and respond to customer's emails.*Management and resolving customer complaints.*Sell products and place customer orders in the computer system.*Identify and escalate issues to supervisors.*Provide product and service information to customers.