Daniel Hector
Buffalo
Summary
Results-oriented Contact Center Coach with a proven ability in performance monitoring, effective communication, and conflict resolution. Committed to enhancing team collaboration and delivering impactful coaching sessions.
Overview
7
7
years of professional experience
Work History
Contact Center Coach
Key Bank
Buffalo
02.2021 - Current
- Monitored new hire performance and provided constructive feedback.
- Assisted in evaluating training programs for effectiveness and relevance.
- Created reference guides and other learning resources.
- Conducted one-on-one coaching sessions with contact center teammates to improve performance.
- Monitored phone calls of contact center teammates to ensure that quality standards were met.
- Provided feedback to management on areas needing improvement in the coaching and development process.
- Delivered virtual and in-person classroom training modules for contact center teammates.
- Provided real-time support to contact center teammates after training, while actively servicing clients.
- Delivered virtual and in-person skill enhancers focusing in on major topics to new hires and experienced teammates who have recently learned a new product/service
Contact Center Specialist
Key Bank
Buffalo
11.2018 - 02.2021
- Assisted clients with inquiries regarding products and services.
- Resolved client complaints efficiently and effectively.
- Mentored new hires on call handling procedures, and software usage.
- Managed high call volumes while maintaining professionalism and patience.
- Followed up with clients to ensure satisfaction after service interactions.
- Utilized various software programs to respond to client inquiries.
- Answered incoming client calls promptly and professionally.
- Suggested improvements in existing processes, based on observations during day-to-day activities.
Education
Bachelor of Arts - Communications
University At Buffalo
Buffalo, NY12-2018
Skills
- Coaching and Development
- Performance monitoring
- Software utilization
- Coaching techniques
- Customer service
- Time management
- Effective communication
- Conflict resolution
- Team collaboration
- Empathy and patience
- Active listening
- Professionalism
Accomplishments
2025 Circle of Excellence
Timeline
Contact Center Coach
Key Bank
02.2021 - Current
Contact Center Specialist
Key Bank
11.2018 - 02.2021
Bachelor of Arts - Communications
University At Buffalo