Cathy Rose

• Managed and motivated 10 employees in the Raleigh NC and Greensboro NC Districts to be productive and engaged in work practices.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Advised developers on problems with databases, performance and other issues.

• Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
• Communicated frequently and openly to motivate team members and drive goal achievement.
• Coached team members regarding call strategy to effectively reach targets and foster customer retention.
• Improved customer satisfaction ratings by consistently providing high-quality support and addressing customer concerns in a timely manner.
• Conducted periodic surveys with customers and potential customers to increase quality.

Oversaw 10 per day call monitoring and coaching, performance and corrective action for all team members.