Tracey Wright Email & Phone Number

• Assist customers with routine account management, starting and terminating of service, and addressing customer concerns through inbound call system.• Educate customers on available services, programs, and warranties according to customer need.

• Responsible for development, management and documentation of Employee Performance Reporting • Daily analysis of Employee Performance data, making recommendations to Supervisors and Senior Management for improvement opportunities• Improved upon existing methods of pay-for-performance tracking for 100+ employees, increasing efficiency and reducing delivery time to management • Assisted Senior Management on compliance calls for client and third party auditor• Responsible for ensuring appropriate employee allocation to individual lines of business

• Responsible for the monitoring and reporting of SOP standards and the assurance that agents use all information resources available to properly and quickly resolve customer issues.• Manage schedule adherence of team• Coach, monitor and mentor employees to ensure client satisfaction as well as employee growth and development including, but not limited to ensuring target goals of average handle time and quality analysis are met on a daily, weekly and monthly basis