Erik Watson

• Assisted frontline agents in multiple lines of business with customer related questions regarding accounts, rates, products and services. Along with making exceptions to policy and procedure when warranted.

• Trained and assisted with onboarding GURU teams to the 24/7 chat platform, Partnered with other LOBs to reduce risk by moving to a secure chat platform, 24/7 Chat Tool POC for the department and partnered and assisted 24/7 product owners

• Taking escalated calls from frontline agents.

• Led team meetings and facilitated new decks and How-To procedures around customer experience

• Providing feedback and pulling up one on one to educate proper policy and procedures.

• Conducting team meetings for frontline agents from our Work @ home teams.

• POC (Point of Contact) and making exceptions when needed.

*Achievements

• Traveling - Worked offsite training in Utah, Idaho, and most recently Nebraska.

• Provided Fusion Training for the entire Card solutions department when Capital Acquired GM, Buy Power and Union plus.

• 4 years Command Center agent. Assisting in monitoring all aspects of the department. Sending out daily communication when needed.

• 5 percent Roar winner and Certificates for Highest CSAT on Team and department.

• CAAT pack winner- Twice management selection for outstanding service in the department

Taking inbound calls for primarily high spend customers

• Educating on account terms and products as well as rewards.

• Educating and waiving fees for our high spending account when applicable.

• Nesting coach for new associates Pulling up, providing feedback and coaching for positive QA scores

*Achievements

• Over 96% QA average in the department.

• Overseeing team meetings and content.

• Coordinating and executing Job fairs with direct management.