Ronald Reid Email and Phone Number

-Monitors team performance, attendance, and schedules to ensure that company KPIs andguidelines are being met consistently.-Motivates and galvanizes agents to uphold company culture and expectations.-Responsible for sending out daily communications company wide to ensure that all respectiveteams are aware of pertinent updates and issues.-Holds weekly coaching sessions with my own team of agents to discuss successes, opportunities,and goals.-Handles escalations and assists agents with de-escalating customer inquiries/issues.

-Created and facilitated training material to ensure a strong understanding of systems and jobfunctions for all New Hires and tenured agents.-Used Articulate LMS to track and facilitate training modules.-Ensured all learning objectives Were met by identifying and assessing associate skill level andtraining needs. Efficient at recognizing and adapting training style to create a work environmentthat empowers all learning styles and speeds.-Provided incremental and pullback training with leaders and tenured associates for updatesto systems and policies; facilitated new leadership training for de-escalation, soft skills, andbuddy-to-boss scenarios.-Maintained documentation and tracked daily progress of each associate. Utilized Microsoft Access database to log trainee progress, attendance, observations, coaching, and policy adherence. Trainee information is shared via daily reports and informal discussions withleadership.-Supervisor when not assigned to a training class. Tracked attendance, issued corrective action, held bi-weekly coaching sessions, and provided quality assurance coaching for a 15-20 agent team. Partnered with Human Resources and other members of leadership as needed.

-Answered inbound calls, live chats, and emails from customers regarding their order status,merchandise availability, and general information.-Assisted customers with a variety of topics ranging from helping customers pick items for a new pet, to problem-solving when something went wrong. Assisted primarily via inbound phone calls, but sometimes required outbound follow-ups.

-Selected as a New Hire Mentor for new customer service agents by the training department and call center leadership.-Assisted auto, home, and life insurance policyholders with policy inquiries, policy changes, and billing in a high-volume call center. Educated customers about insurance quotes, binders, optional services, and renewals.-Educated customers on their coverages and with selecting the right products, services, and best solutions to meet their personal and financial needs.

-Answered inbound calls, live chats, and emails from customers regarding repair status andmerchandise availability. Provided technical support for Windows, Macintosh, Android, and iOS devices in person and over the phone.-Assisted customers with a wide range of tasks from placing orders and facilitating returns, tolocating products and scheduling deliveries.