Kailey Valentich

· Utilize CRM programs in accordance with guidance given by the US Department of Education.

· Use active listening skills to understand the needs and concerns of loan borrowers and colleagues and provide appropriate solutions and assistance.

· Handle escalated call with professionalism and efficiency, seeking to resolve issues sand satisfy borrowers.

· Provide feedback and guidance to fellow agents, sharing best practices and strategies for handling difficult calls and resolving issues effectively.

· Monitor daily stats and performance metrics, recognizing and praising agents for improvements, and offering support and resources to motivate and help them meet their goals.

· Follow up with agents on internal tickets, ensuring that all necessary actions are taken and issues are addressed promptly.

· Maintain a clean, organized, and welcoming store environment that reflects the brand’s image and values.

· Monitor and analyze key performance indicators to assess the store’s performance and identify areas for improvement, reporting daily to local and corporate leadership.

· Communicate effectively with team members, customers, and vendors to ensure a positive and productive work environment.

· Ensure compliance with all company policies and procedures, as well as local, state, and federal regulations.

· Develop and implement strategies to increase sales and profitability, such as introducing new products and promotions.

· Ensured customer satisfaction by addressing concerns and providing effective troubleshooting directions over the phone with patience and care.

· Participated in training, coaching and supervision staff to ensure they were equipped to handle customer inquiries and issues.

· Efficiently managed data entry tasks, including coding, inputting appointments, and processing payments while maintaining accuracy and attention to detail.

· Managed a team of up to 20 members, overseeing adherence to company policies and procedures and protocols and taking disciplinary action as necessary to maintain standards.

· Motivated and coached team members to help them reach monthly sales goals, providing education and assistance as needed to support their success.