Reanna McKnight

• Quality Assurance: analyze agent call interactions are professional and meet department/call center standards -
• Template testing: verify template text info; ensure correct setup of billing profile -
• Training and development; interview process - Reporting: prepare IVR reports, QA tracking spreadsheets, and audits: restaurant, CSB, PCI compliance, and NOR reservations

· Assists with reservations needs on all levels of Direct Marketing offers.

· Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

· Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

• Assist Customer on bringing accounts current and out of collections
• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering payment plans and promise to pays
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

• Increased sales by educating prospects on benefits of products and services in comparison to competitors
• Evaluated and responded to incoming sales leads and requests for technical support assistance
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
• Explained technical information in clear terms to non-technical individuals to promote better understanding.