Shay Bradham Email & Phone Number

Fitchburg, Ma, Us

Hudson, New Hampshire, United States

* Designed and delivered customized coaching and training programs for call center agents, resulting in a significant improvement in customer satisfaction and a reduction in call handle times.* Conducted ongoing monitoring and analysis of calls to ensure agents were meeting quality assurance standards and providing exceptional customer service.* Provided individual coaching sessions to agents to improve their skills and address areas for improvement.* Designed and implemented a new QA and coaching program for all call center agents.* Collaborated with other departments to identify areas for improvement and implement training programs to address knowledge gaps.* Listened to calls and provided feedback to agents to improve their performance and meet quality assurance standards.* Conducted audits on calls to ensure agents were following guidelines and providing exceptional customer service.* Provided coaching and training to agents to address areas for improvement.

Woburn, Ma

My tasks and responsibilities:* Developed Remote Training Program for CSRs and Field Nurses* Developed the 2 Week Training Program for new hires* Created scorecards for Quality Control and Productivity standards* Listening to recorded calls and grading them via scorecards* Created a QA program with progressive disciplinary steps & Performance Improvement Plan* Ongoing training for employees* Oversees daily QA checks on employee work* Monitoring calls to ensure that agents adhere to compliance guidelines.* Coaching employees on issues that need correcting* Created the Employee Manual

Woburn, Ma

* Trains new hires* Provides ongoing training for all employees as needed* Developed new training manual*Creates customized training materials on an as-needed basis*Provides feedback on CSR calls

Wakefield, Ma

Charleston, South Carolina Area

* Developed the Purpose-fueled Fundraising strategy* Developed and presented workshops on writing, self-publishing, publishing options, content marketing strategies for businesses, and digital publishing* Read and evaluated manuscripts* Guided the publication process with accepted manuscripts

Bachelor'S Degree, Industrial And Organizational Psychology

Chemistry Teacher Education