Bryan Kotero

Operations Supervisor -

• Responsible for maintaining the workflow within the queues.
• Ensuring all metrics are met and that we are delivering on our SLA's.
• Onboarding for new hires on the Back Office team.
• Partnered with the Quality team as the Back Office quality champion.
• Coaching and developing the agents for performance standards.

Team Lead -

• Working with internal agents to assist with cardmember correspondence.
• Completed Presidential reviews/ Quality assessments for new hire agents.
• Expanded knowledge further in Back Office processes.

COE -

• Oversaw all automated processes on a daily basis.
• Monthly recaps to Leadership on BOT performance.
• Managed queue volumes for Partners to ensure SLA's were met consistently.

Agent -

• Worked in the Back Office queues. Consistently meeting my UPH and maintained an excellent quality score.
• Assisted in special projects specifically the rollout of our automated processes.

• Guided my team to achieve personal sales goals as well monthly store goals.
• Ran several in store events to increase revenue and establish greater customer relationships.
• Oversaw inventory management through weekly counts, audits and shrinkage control.
• Hired and developed top talent, monitored employee performance and was able to identify any performance gaps.

• Trained and mentored sales associates to generate sales and promote effective upselling and cross selling to maximize UPT.
• Interviewed prospective job applicants to make effective hiring decisions.
• Delegated floor assignments based on employee strengths that would best suit the needs of the business.