Ashley Herndon

· Pull recorded and live calls to monitor and evaluate agent calls ensuring adherence to quality standards.

· Generate and analyze QA reports to identify trends, areas for improvement, and training needs.

· Assist agent with ensuring that quality standards align with customer expectations and needs.

· Provide detailed feedback and conduct coaching sessions with CSRs to enhance their skills and performance.

· Contributing to the development of training materials and programs to improve CSR performance.

· Collaborating with team leaders and supervisors to address performance issues and develop improvement plans.

· Maintaining accurate records of call evaluations, feedback, and coaching sessions.

· Identify trends and improvement areas to relay to Program Leadership and client

• Meet with newly hired Customer Service Representative
• Provide and facilitate course material
• Assist Customer Service Representatives in outside assistance to further understand content
• Data Entry on all CSR information
• Assist in certifying new hires.

· Pull recorded and live calls to monitor and evaluate agent calls ensuring adherence to quality standards.

· Generate and analyze QA reports to identify trends, areas for improvement, and training needs.

· Assist agent with ensuring that quality standards align with customer expectations and needs.

· Provide detailed feedback and conduct coaching sessions with CSRs to enhance their skills and performance.

· Contributing to the development of training materials and programs to improve CSR performance.

· Collaborating with team leaders and supervisors to address performance issues and develop improvement plans.

· Maintaining accurate records of call evaluations, feedback, and coaching sessions.

· Identify trends and improvement areas to relay to Program Leadership and client

· Pull recorded and live calls to monitor and evaluate agent calls ensuring adherence to quality standards.

· Generate and analyze QA reports to identify trends, areas for improvement, and training needs.

· Assist agent with ensuring that quality standards align with customer expectations and needs.

· Provide detailed feedback and conduct coaching sessions with CSRs to enhance their skills and performance.

· Contributing to the development of training materials and programs to improve CSR performance.

· Collaborating with team leaders and supervisors to address performance issues and develop improvement plans.

· Maintaining accurate records of call evaluations, feedback, and coaching sessions.

• Answer incoming calls
• Book cruises
• Data Entry documenting customer information.

• Managed office calls, visitors, and correspondence
• Reviewed outgoing correspondence prepared by others for procedural accuracy, conformance with general policy and factual correctness
• Compiled pertinent information and consolidated documentation for utilization of higher management
• Controlled management and staff schedules and reminded them of appointments
• Scheduled appointments and meetings, prepared correspondence, received/screened mailed, filing and other similar functions in providing support to management and staff
• Distributed information to organization via emails, memorandums, or mail
• Performed a variety of incidental administrative and clerical duties necessary to meet organization goals.