Bertleen Noble

Customer Service Specialist

Empower

Greenwood Village, CO

04.2022 - Current

Determine root causes of behaviors by reviewing trending results then implementing appropriate corrective and preventive actions through 1 on 1 coaching development.
Monitored calls and evaluated performance based on monthly trending results.
Provided coaching to over 50 new hire team members in 2022.
Completed Quality and Coaching practices, and used reporting system metrics(Verint) for optimal efficiency.
Learned and maintained in-depth understanding of product and procedures,.
Educated Representatives on company process and procedures and the importance of call quality.
Engaged in learning and development opportunities to promote continued performance improvement.
Attend by weekly meetings with leadership to ensure we are meeting expectations with the leadership team.
Assisted team leaders by providing monthly status and performance reports to provide information on areas for improvement.
Delivered exceptional call coaching services to every representative by leveraging my extensive knowledge of products and services and creating a welcoming, and positive environment.
Responds proactively and positively to rapid change.
Met production guidelines for productivity, and coaching sessions.
Responded to leadership/representative requests by, offering excellent support and tailoring recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Coached new personnel regarding company operations, policies and services.
Communicated professionally with colleagues, leadership and representatives.
Collaborated with team members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Cross-trained and provided back up for Allocation and Transfer changes, High Value Transaction reviews, &Knowledge Checks(Pin Pointed coaching Sessions) .
Sought ways to improve processes, quality and call coaching services provided.
Increased efficiency and team productivity by promoting operational best practices.
Facilitated inter-departmental communication to effectively provide customer support.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Reduced process inconsistencies and effectively trained team members on best practices and protocols..