Experience

ESM

• United States
• Education Administration Programs
• 300 - 400 Employee

• Customer Care Coach

  • Jul 2014 - Present

  • Provide ongoing assessment and professional development opportunities to a team of twenty-nine telecommuting Customer Care Senior Assistants through weekly meetings focused on driving employee achievement on documented professional and personal goals • Monitor, assess, and provide developmental feedback through the quality assurance process by scoring a minimum of four calls per employee per month • Partner with operations management personnel to identify and implement key initiatives to drive performance on client accounts • Participate in the interview process and conduct onboarding training with new hire employees • Demonstrate fiscal responsibility through the ongoing monitoring and approval of employee time cards • Engage in client facing responsibilities including but not limited to participating in external call calibrations, escalating observed systems challenges, conducting client meetings, etc. Show less



Corinthian Colleges, Inc.

• United States
• Education Administration Programs
• 700 & Above Employee

• Student Information Specialist

  • Sep 2013 - Jul 2014

  • Conducted inbound and outbound calls with prospective students seeking to further their education and upon qualification transferred them to Corinthian Colleges Admissions Representatives. In the absence of a representative, partnered with the prospective student in learning about their needs and wants in a school, and making the recommendation to meet face to face with a representative at the physical campus. • Demonstrated proficiency in customer service through ongoing Quality Assurance scores which exceeded account expectations. • Recognized as a top performing employee through being cross trained on multiple campaigns • Exceeded account KPIs such as handle time and wrap time Show less



ESM

• United States
• Education Administration Programs
• 300 - 400 Employee

• Customer Care Senior Assistant

  • Aug 2012 - Sep 2013

  Conducted inbound and outbound calls with prospective students seeking to further their education and upon qualification transferred them to the client’s admissions team. In the absence of a representative, partnered with the prospective student in learning about their needs and wants in a school, and making the recommendation to meet face to face with a representative at the physical campus. • Demonstrated proficiency in customer service through ongoing Quality Assurance scores which exceeded account expectations. • Recognized as a top performing employee through being cross trained on multiple campaigns • Exceeded account KPIs such as handle time and wrap time • Identified as an account Subject Matter Expert and assisted in the training and development of new hire employees • Recognized as Agent of the Month- January 2016 Southlands Office Show less



Perfumania

• United States
• Retail
• 300 - 400 Employee

• Sales Manager

  • Nov 2004 - Nov 2010

  • Responsible for all facets of the employee lifecycle including hiring, training, scheduling and coaching a team of five to fifteen store associates • Conducted monthly and annual performance reviews with all Associates evaluating their strengths, areas of needed improvement and performance against documented goals • Exceeded daily, weekly, and monthly quality assurance goals • Increased sales through the utilization of strategic company promotional materials to broaden the customer base • Conducted ongoing sales and compliance training with all store associates to ensure expectations for Merchandising, Loss Prevention, and Operational activities were adhered to • Maintained payroll budget utilizing scheduling guidelines to maximize sales and achieve sales performance • Ensured payroll is ran on time and in accordance with the current policies • Ensured month-end and daily paperwork is accurate, completed and submitted within the designated time frame • Conducted regular monthly cycle counts and yearly physical inventories Show less