I have been a team coach for a US bank for almost two years, and a team leader of appointment setters (office setting) for a year. I was also a customer service representative for one of the largest business and financial news companies for almost three years. Because of these experiences, I was able to develop a deep passion for giving the best customer experience. My favorite was being able to experience building a startup team. This allowed me to explore and learn new skills like recruitment, onboarding, training, scheduling, and quality assurance.
Here's a summary of my skills that, I believe, would be a great help to you:
- Quality Assurance - ensure that calls are handled professionally and accurately
- Coaching / training / uptraining skills - ensure consistent achievement of the team's key performance metrics by providing guidance and uptraining if necessary
- Operations - ensure accurate and timely communication of client and campaign issues to the concerned department to ensure smooth operations and that everyone is working in sync
- Team building skills - develop agents / team for skills expansion and, especially, promotional opportunities
- Admin skills / reports generation - provide an accurate and detailed report that mostly includes plans to address opportunities/issues dealt with
