Call Center Representative/Call Center Manager
Bank Of America/Countrywide
Pasadena, California (8 Years)
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Educated customers about billing, payment processing and support policies and procedures.
