Nathaniel Thomas, Jr

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Trained team members on performance metrics and consumer behavior identification.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Conducted performance reviews for all Agents to reduce resolution times and improve customer satisfaction ratings.

• Handles escalated contact tracing intake forms/inquiries with empathy to deliver on a high-touch employee experience. Interprets situation and applies protocols and guidelines, as necessary.

• Handles escalated cases/questions and handles private employee information in a discrete manner

• Communicates and resolves escalated employee inquires • Partners with other HR, legal, and medical departments to promote team alignment.

• Resolves cases with employees, managers/supervisors, legal, medical, and HR in accordance with SLAs

• Helped patients receive appropriate, high-quality care with reasonable results.

• Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
• Provided educational and informational resources regarding isolation policies and quarantine measures.
• Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
• Performed record keeping by logging client information within secure contact-tracing software.
• Notified and interviewed individuals to ascertain novel coronavirus exposure level.
• Taught appropriate parenting behaviors to individuals or families.
• Worked flexible hours; night, weekend, and holiday shifts.

• Conducted orientation sessions and organized on-the-job training for new hires.
• Trained new hires to perform cross-training exercises with experienced workers.
• Led daily, weekly and monthly coaching, counseling and feedback sessions.
• Implemented new learning strategies depending upon employees' skill levels.
• Developed and maintained relationships with customers and suppliers through account development.
• Drove year-over-year business growth while leading operations, strategic vision and long-range planning.