Michelle Eldridge
Jacksonville
Summary
Results-driven Senior Quality Coach with experience in quality assurance, performance management, and customer experience improvement. Skilled in conducting audits, analyzing quality metrics, and delivering actionable feedback that drives service excellence, compliance, and customer satisfaction. Adept at developing and implementing training programs, mentoring teams, and fostering a culture of accountability, collaboration, and professional growth. Recognized for strong communication, relationship-building, and leadership skills that support operational excellence and achieve organizational goals.
Overview
16
16
years of professional experience
Work History
Senior Quality Coach
Brightway Insurance
Jacksonville, FL
09.2023 - Current
- Conducted regular audits to ensure adherence to operational procedures and service excellence.
- Provided feedback and coaching to advisors through Quality Evaluations , fostering a culture of continuous improvement in service delivery.
- Mentored new coaches, sharing effective techniques for advisor development and performance enhancement.
- Scheduled and chaired quality calibration meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Created and executed a scalable training program for the Outsource Quality Team that fostered ongoing advisor development, enhanced performance, and ensured sustained adherence to quality standards.
- Maintained weekly schedule and workload availability for the Quality Team.
- Conducted and Chaired weekly Team Meetings.
Quality Coach
Brightway Insurance
Jacksonville, FL
08.2021 - 09.2023
- Conducted quality audits to ensure compliance with organizational standards and quality standards.
- Provided feedback and coaching to advisors through Quality Evaluations and Monthly quality meetings. Fostering a culture of continuous improvement and accountability.
- Analyzed quality metrics and quality reporting to identify trends and areas for performance enhancement within the team.
- Collaborated with management to implement focused quality reviews, working at improving customer satisfaction scores.
Retention and Collections Specialist
Web.com
Jacksonville, Fl
08.2019 - 05.2020
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Resolved billing inquiries, ensuring customer satisfaction through prompt and thorough responses.
- Negotiated payment arrangements with delinquent clients, establishing mutually beneficial terms while minimizing losses.
New Account Business Consultant
Web.com
Jacksonville, FL
02.2018 - 08.2019
- Facilitated client account management as primary point of contact, ensuring seamless onboarding and effective issue resolution.
- Analyzed client needs to propose tailored solutions, ensuring effective adoption of products and services.
- Developed and delivered tailored solutions to small business owners, emphasizing business benefits, features, and ROI.
- Used cold calling to reach out to local business owners needing new advertising products and services.
Commercial Account Executive
Tyco Integrated Security
Jacksonville, FL
09.2010 - 03.2016
- Cultivated relationships with key clients to enhance customer retention and satisfaction.
- Developed tailored security solutions addressing specific client needs and industry regulations.
- Analyzed market trends to identify growth opportunities and refine sales strategies.
- Led cross-functional teams in executing complex security projects, ensuring timely delivery and compliance.
- Conducted regular business reviews with clients to assess service effectiveness and propose enhancements.
- Negotiated contracts and pricing agreements, aligning service offerings with client budgets and expectations.
- Conducted comprehensive post-sale follow-ups with clients to gauge satisfaction levels, gather feedback for ongoing improvement, and ensure positive long-term relationships built on trust and reliability.
- Actively communicated with existing clients, identifying upsell opportunities that contributed to revenue growth goals consistently met or surpassed each quarter.
- Attended industry events and conferences to build connections with prospective customers and stay informed on market trends.
- Delivered comprehensive product presentations to potential clients, resulting in increased lead conversion rates.
Education
High School Diploma -
Duncan U Fletcher High School
Jacksonville, FL 06-1998
Skills
- Quality assurance expertise
- Team building
- Coaching and mentoring
- Customer focus
- Quality metrics monitoring
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Effective multitasking
- Excellent communication
Timeline
Senior Quality Coach
Brightway Insurance
09.2023 - Current
Quality Coach
Brightway Insurance
08.2021 - 09.2023
Retention and Collections Specialist
Web.com
08.2019 - 05.2020
New Account Business Consultant
Web.com
02.2018 - 08.2019
Commercial Account Executive
Tyco Integrated Security
09.2010 - 03.2016
High School Diploma -
Duncan U Fletcher High School