Alaysia Green

1/11/23-1/18/23 VERIFICATIONS OUTBOUND: APH COACHING

Assisted with coaching Lauren Howard, different tips, and tricks to raise her APH. Lauren went from 4 applications per hour to 8 after coaching, which surpassed the floor goal of 7.4 apps per hour. I also gathered all the data after each session and presented it to my team lead.

6/29/23-3/8/24 VERIFICATIONS: SUBJECT MATTER EXPERT

Assisting colleagues in live chat, fostering a collaborative environment to cultivate a culture of growth and development.

1/1/24-3/10/24 VERIFICATIONS: DCC for new hires

Influential person of contact for new hires to lean on during training for questions and general inquiries in regards to the job.

2/21/24-3/1/24 VERIFICATIONS: MOST WANTED

Developed a comprehensive PowerPoint presentation outlining the key differences between authentic and altered documentation, empowering the team with essential knowledge to enhance accuracy and efficiency in document verification.

2/27/24-2/29/24 VERIFICATIONS: CBSU CHECKLIST

Identified a potential learning curve and constructed a checklist for a process our team continuously got errors for.

2/29/24-3/6/24 VERIFICATIONS: AHT COACHING

Mentored and coached two peers to achieve significant reductions in average handle time, successfully aligning their performance with floor goals.

3/5/24-3/6/24 VERIFICATIONS: HIGH DOLLAR FRAUD LOSSES

Conducted in-depth analysis of high-dollar fraud losses to identify missed opportunities, utilizing data-driven insights to prioritize strategic initiatives aimed at mitigating risks and enhancing financial performance.

8/7/24-8/30/24 VERIFICATIONS: POWER 30

Actively facilitate team call listening sessions by capturing key insights and feedback, then organizing the data into an Excel report, and sending the findings out to the team.