Richard Guzman

• Enhanced employee productivity by conducting regular training sessions on product knowledge, communication skills, and closing techniques.
• Boosted customer satisfaction by providing efficient and knowledgeable service in a fast-paced inbound sales environment.
• Established clear expectations for the team through consistent communication on goals, targets, policies, and procedures.
• Monitor Team metric to help meet and exceed goals
• Provide Coaching's 1x1 in KPI and RTM in personal development
• Conducted regular performance evaluations for team members, offering constructive feedback and actionable development plans for improvement.
• Implemented quality monitoring procedures for inbound sales calls, ensuring consistent adherence to company standards while identifying areas for improvement.
• Submit QA reports and ECAF escalations
• Trained and coached sales team members on best practices for customer service and sales techniques.
• Facilitated weekly meetings with the sales team to review progress towards goals while addressing any challenges or roadblocks encountered.

Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

• Engage, retain, and upsell existing customer accounts by delivering “wow” customer experiences
• Increase sales in respective accounts by identifying needs and upselling appropriate products and services to meet those needs
• Call existing customers to ensure customer satisfaction and promote additional Connect America products and services
• Utilize product knowledge to provide customers with product recommendations appropriate for their needs
• Maintain salesforce accounts for all accounts with order submission status and various touch points

• Provide solutions for members who wanted to cancel service, over coming objections while provide excellent customer service and upselling to a premium package of services. Building repour with members and being a point of contact. Engaging in outbound calls on leads to assist in phone installation of services. Answering Calls within 30 second call que, 33% save rate average and monthly gross saves of 120% to meet standard ad receive bonus payout.

Provide excellent service to case managers , creating and update government agencies referrals for clients in need of a medical alarm services. Maintain Hipa and agencies standards in guarding consumers personal information. Providing trouble shooting for consumers with government contract of Pers services.

Government Service Phone team Manager

Kevin Magnessuen

office # 508-988-1000

Providing customer service to private pay consumers including processing payments over the phone updating profile information, trouble shooting and replacement of equipment. Handling escalation calls when standards weren't meet and providing solutions to keep on services, processing credit when necessary to avoid cancelation. Upsell to premium services

Customer Service Manager

Jane Harris

Office # 508-988-1000

Answering Emergency calls from subscribers and dispatching medical help. Actively listen to assist the situation to provide the correct emergency response. Following company protocols and answering calls within 30 second call que. Remaining calm during an emergency call providing emergency service with precise and detailed information to insure accuracy.

Care Manager

John Yim

508-988-1000