Sam Farber Email & Phone Number

Franklin, Tennessee, United States

Wesley Financial Group was founded by one of the pioneers of the timeshare exit industry. In 2020, over 200,000 people reached out to us for help, and to date, we have canceled nearly $450,000,000 in timeshare debt and maintenance fees. My responsibilities and accomplishments include:• Leading daily operations for the department’s 80+ managers and associates who are responsible for assisting clients through the entire customer journey• Increased accountability via QA program and implementation, more focus on training and individual performance success• Building communication across departments and verticals• Increased target objectives over 37% year-to-year• Increased positive public feedback and satisfaction scores to near-perfect ratings

Nashville, Tennessee, United States

The largest privately held service provider in the industry, Thomas & Company provides unmatched unemployment cost-control, employment verification, and tax credit services.• Built the entire Customer Service Department when none existed before my hiring• Developed Department-wide Quality Standards for all inbound / outbound communication• Developed all department verticals’ KPIs according to company objectives for measurement of success• R&D, testing, and implementation of cloud-based contact center software• Oversee professional development and career promotion of associates under my leadership

Nashville, Tennessee

Franklin, Tn

- Achieved and maintained "Top 5" Team Numbers: Customer Satisfaction (NPS and Internal)- Created new methods of coaching Support staff and instructed peer Management leaders on implementation strategies and plan- Cross-communicated with other department heads to identify areas to develop cohesive and positive Customer Service Experience unilaterally- Consistently earned superior reviews by Junior staff members for leadership ability and performance- Motivated and empowered teams under my direct supervision to achieve high level performance- Tracked daily performance and provide on-the-spot coaching- Initiated coaching/training based on representative and center opportunities - Actively participated in center and AD organization improvement teams and projects