Etash Nixon

• Assisted in recruiting, hiring and training of team members.
• Enhanced team performance through ongoing coaching, training, and mentoring of staff members.
• Conducted regular assessments of team performance and provided feedback to drive continuous improvement efforts.
• Ensured timely completion of projects by effectively managing resources, delegating tasks, and monitoring progress against established timelines.

• Observed each employee's individual strengths and coached to improve areas of weakness
• Trained and guided team members to maintain high productivity and performance metrics
• Manage and develop dozens of team members in a positive manner.
• Created a positive work environment by promoting open communication, fostering teamwork, and recognizing employee achievements.

• Coached and developed representatives to ensure goals are met
• Ensure agents are provided with most updated resources, and product information
• Motivated and trained employees to maximize team productivity.
• Conducted regular assessments of team performance and provided feedback to drive continuous improvement efforts.

• Enforce development of supervisor team which includes performance expectations, training, and coaching
• Develop and manage all support staff working with Operations
• Manage and monitor project start-up, assessing needs, design and development, and ensure performance goals are met.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

• Participated in conference calls
• Managed development of representatives
• Monitored service level to ensure production level is met daily.
• Trained and guided team members to maintain high productivity and performance metrics.

• Greeted customers in friendly and professional manner
• Maintained broad knowledge of client products and services
• Assisted 50+ customers daily in navigating company website and placing online orders, improving overall user experience
• Met customer call guidelines for service levels, handle time and productivity.
• De-escalated issues of irate and dissatisfied Card Members
• Assisted agents with navigating systems or needing educational guidance
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business
• Worked well in team setting, providing support and guidance.