Erin Bakker

• Prepares routine reports

• Pull, analyze and presents data related to CTMs/CTM trends across all sales channels

•Create and/or review business processes for training and remediation related to CTM/CTM trends

• Collaborate with Teams/Leadership to meet compliance goals

• Resolved AOV issue types for agent across all channels

• Monitored and responded to all mail-box requests as needed, both escalated and non escalated issues

• Verbally coached agents across all channels, but was focused on ICA/ISR agents, agent managers and any team escalations

• Created training materials and trained all New Hires and Rotational Help in all areas of the Agent Coach Role

•Prepared weekly and monthly reports for the Team, analyzed said reports and presented the data accordingly for optimal results

• Assisted agents telephonically and via email with questions/issues regarding general information, pre enrollment and commisssions
• Trained and mentored numerous new personnel hired to fulfill various roles within Producer Help Desk.
• Coordinated workshops for employees to better understand the Producer Helps Desk's mission, streamlining daily activities and aligning worker and team priorities.
• Monitored day-to-day activities of new hire employees, noting areas needing improvement and implementing plans for rectification.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in better prepared Producer Help Desk operators.