Ross Thomas Email & Phone Number

Scottsdale, AZ

Provide the daily work direction to a team and ensure the delivery of superior customer service and the achievement of performance metrics as stipulated within the client service level agreements.

Scottsdale, AZ

Acted as a coverage resource across the line of business for RC’s that had PTO or LOA absences. Completed all normal counselor duties and functions while covering. Call Coach duties included listening to phone calls being made by RC’s, reviewing strengths and opportunities with the RC’s after the calls were completed with focus on customer service.

Scottsdale, AZ

Analyze the training needs for specific audiences. Develop and conduct complex training programs in response to business and specific employee population needs. Conduct ongoing evaluations after training to ensure the effectiveness of programs and recommend modifications as necessary. Monitor and update routine and standardized training programs.