Kimberly Muriithi

Developed advisors to be more effective in their roles by providing on-going coaching and on the job training. Monitored, coached and trained advisors through calls and job performance,in a call center environment. Assisted with time clock punches, attended goal oriented meetings to ensure all customer receive effortless and world class service. Supported root cause and corrective action analysis planning, and verification while quality standards are met or exceed. Enforced rules and procedures for accuracy, efficiency and safety.

• Contributed to the company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Provided consistent coaching, quality reviews and assessments. Proactively reviewed procedures for updates and enhancements, to help identify the team's development and training needs, while offering suggestions for individual action plans. Collaborated with team members to resolve opportunities for improvement.

• Monitored individuals and team result to identify and act on both positive and negative performance. Conducted regular coaching sessions with agents to reinforce compliant behavior. Ensured call quality from start to finish, and pro-actively found ways to improve the internal processes and results program-wide. Developed and maintained strategies on ensuring customer satisfaction on all customer interactions. Responsible for hiring, coaching and terminating call center employees.