Experience

Check City

• United States
• Financial Services
• 100 - 200 Employee

• Call Center Manager

  • Apr 2023 - Present

  * Recruit new collections agents * Interview new applicants * Developed a training program consisting of PowerPoint, training manual, and review material. * Coached and developed 10-16 collection agents * Managed up to 5 million dollars worth of collections debt across 16 collectors. * Recruit new collections agents * Interview new applicants * Developed a training program consisting of PowerPoint, training manual, and review material. * Coached and developed 10-16 collection agents * Managed up to 5 million dollars worth of collections debt across 16 collectors.



Asurion

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Call Center Manager/Leader/Coach

  • Oct 2019 - Nov 2022

  * Manage day to day operations of experts. * Provide Coaching, Feedback, and accountability. * Design coaching action plans for experts to be able to meet target KPI goals. * Driving a sales force and being a sales ambassador.* Promoting positive sales culture as well as foster a caring environment.* Managing teams up to 200+ in chat as well as in brick-and-mortar locations. * Create weekly plans for coaching sessions. * Organize sales huddles.* Faciliate sales huddles. * Provide state of the business updates.* Provide experts with mid/end of year reviews. * Present and deliver corrective action and document accordingly within workday system Show less

• Verizon Technical Support Specialist

  • Jan 2018 - Oct 2019

  * Verizon Tech Coach frontline expert * Peer advisor after 1 year into agent role. * Lead in many training classes to ramp new hires to production level standards. * Facilitate taking calls for Verizon client. * Provide white glove 5-star experience.