Willard Floyd Email and Phone Number

Conducts 1 on 1 interviews with prospective studentsProvide campus toursContinuing program product knowledge trainingWorks with other departments to provide great customer service

Daily phone callsInterviewing prospective studentsProviding campus toursRecruiting prospective students

Directed, coordinated, and evaluated the activities of personnel, including support staff Recruited, hired, trained, and terminated departmental personnelParticipated in student recruitment, selection, and admission, making admissions recommendations Implemented program in recruiting local and area high school students at the campusPresented school and programs to high school students and high school counselorsTrained Admissions staff to present school and programs at the high school levelPlanned, administered, and controlled budgetsRepresented college at community and campus events, in meetings with other institution personnel, and during accreditation processesPromoted the college by participating in community events or meetings, and by developing partnerships.

Supervise, coach and develop Customer Service RepresentativesQuality AssuranceAnalyze and define personnel policy and proceduresGather and analyze statistical dataProvides regular reports to management regarding call center & CSR performanceAssists in short and long planning to optimize staffing.

Supervising a team of 25 agentsCoaching agents in statistic complianceFacilitate call quality assurance Facilitate training classes for newly hired employeesPreparing and developing training materialsCall center customer services trainingHarassment, workplace environment and policies and procedures training.

Facilitate training classes for newly hired employeesPrepare training materialsConducted classes in customer serviceAnalyzed training programsDetermining which training programs were more effective with employees.