Misha Broadnax

• Coached team members in techniques necessary to complete job tasks.
• Worked different stations to provide optimal coverage and meet production goals.
• Trained new team members by relaying information on company procedures and safety requirements.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Monitor and engage in multiple team chats assisting agents
• Managed/Resolved 50+ chats daily and up to 10 escalated calls daily

• Monitor, analyze and investigate card holder accounts
• Initiate fraud claims for applications, accounts and transactions
• Review suspicious transactions and applications to prevent fraud and reduce fraud
• Authorize in store transactions after fraud review & skip tracing accounts
• Utilize multiple systems to assist cardholders with transactions inquiries and concerns

• Process payments on credit card accounts
• Process and submit new credit applications
• Assist cardholders with billing inquiries
• Assist cardholders with order inquiries and rewards accounts

• Analyzed quality and performance data to support operational decision-making.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.

• Provided coaching and ongoing training to agents
• Listened to and monitored calls, chats and email correspondence
• Conducted presentations and workshops to existing and new hires
• Evaluated and scored calls, chats and emails daily
• Facilitated weekly client meetings