Joseph Eagan

Started work in 2022, since then achieved all goals set for my position. Right out of the classroom and into Bridge I was helping my peers and achieving good stats on calls. Received an award for being a top agent the 3 months I was on the floor. I then moved to being a Mentor/Progress Partner working side by side with the leads learning what polices and practices they do and their guidelines for this position. From taking escalations, leading new hire meetings and coaching, providing positive feedback to agents to knowing or participating in helping agents with MDN moves, V-Hotlines, reclaims, new line activations etc. Since moving on to try and get my level up I have more than exceeded the goals set out for me by the company while maintaining an active presence helping out on both floor and voice chat support.

Took on a leadership role, managing a team of 6. I was in charge of monitoring work orders, keeping track of goals set, making sure my team reached those goals. If the customer needed anything or had any complaints I would go above and beyond to make sure their needs were met within my teams ability. It was my first job where I was really put in a responsibility role as my next level of support was hands off and at time non existent. It was up to me to problem solve and still get the job done. I did have other leads I could fall back on to get the job done if needed but I took it upon myself to mostly be that role model for the other leads in the company and always step up to help them when needed in the toughest conditions.