Evan Malik

• Oversaw daily operations of my team, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Ensured teams met key performance indicators (KPIs) such as Average Handle Time, Adherence, After Call Work, Average hold time, and other metrics.

• Supervise a team of 15-30 personnel to assist our clients to make the best choices to maximize their pharmacy benefits provided by their employer's insurance companies.
• Assist with recruiting, onboarding, verifying information (such as I-9), and offboarding processes and information.
• Assist my team with HR procedures they would request help with, such as PTO, FMLA, Bereavement and other items unique to their situation.
• Coached agents to meet and beat core KPI’s such as Time Servicing Member, After Call Work, Aux usage, etc.
• Manages teams that were both on site and remote
• Met monthly deliverables for Quality Assurance which included recorded monitoring for initial calls,
as well as special sessions for customers who called prior, and holding group call reviews and
feedback
• Assisted in writing and delivering training materials for agents and new supervisors
• Did year-end review and compensation adjustments for my team members.

Running a team of up to 20 cruise consultants

-Coaching consultants on procedures for the phone, computer systems, and customer support policies
-Interviewing and making hiring decisions
-Developing and delivering reviews on a monthly and annual basis
-Reviewed multiple call recordings and scored for QA (Quality Assurance), and coached after scoring
-Making sure the team members met other call center metrics such as Average Handle Time, Adherence, and sales conversion numbers
-Assisted consultants with growing their career path for Expedia Group
-Made decisions on payouts or compensation for customers in the event of an error, or other items which detracts from a positive experience
-Helped to test and launch (when applicable) several initiatives, such as our "Cruise Agent Tools" system, the "Promotions Add Team", and "Brand Site for Agents" test
-Implemented a "5 Star" award for consultants when they received a customer review of a call giving the highest rating
-Worked on a large event the "Carnival Carnival". This event featured multiple cruise lines and executives from Carnival Corporation visiting our center, and putting on a "Country Fair Carnival" for them to promote the brands and sales
-Implemented and tracked many on site incentives for agents to reward them for excellent performance