Receive Contacts from Front line Agents and provide Coaching, Guidance and Education in real time. Receive escalated Customer Contacts and handle delicate and difficult situations. De-escalate customer energy and provide education and solutions. Provide Service for contacts pertaining to General Support, Dispute and customer to customer conflict resolution, Account Limitations and restrictions resolutions, Product and feature support and assessment, Support to both personal and business… Show more Receive Contacts from Front line Agents and provide Coaching, Guidance and Education in real time. Receive escalated Customer Contacts and handle delicate and difficult situations. De-escalate customer energy and provide education and solutions. Provide Service for contacts pertaining to General Support, Dispute and customer to customer conflict resolution, Account Limitations and restrictions resolutions, Product and feature support and assessment, Support to both personal and business accounts. Develop and complete additional projects and tasks including Mentoring and developing New Hire teammates, Evaluate peer contacts, Lead new teams and development projects including Risk Investigations, Deceased account Closure, and Identity verification document review. Show less

When classes were available, I would take a leave from my current position to Develop a new class of teammates. This position handles the transition from classroom to practical application. I would complete coaching and observation of teammates including regular one on one feedback and coaching sessions. I would manage a small team of other Mentors picked from among top performers, and Lead them in coaching thew new class. This required expertise in coaching, training, presentations skills and… Show more When classes were available, I would take a leave from my current position to Develop a new class of teammates. This position handles the transition from classroom to practical application. I would complete coaching and observation of teammates including regular one on one feedback and coaching sessions. I would manage a small team of other Mentors picked from among top performers, and Lead them in coaching thew new class. This required expertise in coaching, training, presentations skills and time management. Show less

Lead Training Classes for New Hire agents as well as up skill classes for existing Teammates. Create and develop training content for classes. Create and manage syllabus for class. Present and Facilitate training material in the classroom. Provide coaching and development for all teammates.

Aid customers with navigating and managing account, resolving inquiries and providing technical support for products and site. Support both Personal and Business accounts.