Richard Guzman

• Developed and delivered targeted training programs focused on product knowledge, communication skills, and closing techniques to boost employee productivity.
• Boosted customer satisfaction by providing efficient and knowledgeable service in a fast-paced inbound sales environment.
• Facilitated consistent communication of goals, targets, policies, and procedures to ensure clarity of team expectations.
• Analyzed team metrics to identify areas for improvement and enhance overall performance outcomes.
• Delivered targeted coaching sessions, emphasizing KPI analysis and RTM strategies to foster personal development.
• Assessed team member performance through regular evaluations, providing targeted feedback and development strategies for continuous improvement.
• Executed quality assurance protocols for inbound sales calls, focusing on maintaining adherence to company standards and identifying improvement opportunities.
• Facilitated timely submission of QA reports and effective management of ECAP escalations to enhance operational efficiency.
• Conducted workshops and one-on-one coaching to elevate sales team performance in customer service and sales methodologies.
• Conducted weekly sales team meetings to assess goal attainment and address any obstacles hindering performance.

Manger Eli Hernandez

Phone # (210) 582-0924

Managed comprehensive documentation of client communications, transactions, and policies to support efficient operational workflows within the agency.

• Developed strategies to engage and retain customers while driving upsell opportunities through memorable interactions.
• Enhanced account performance by assessing customer requirements and promoting relevant products and services to fulfill those needs.
• Engaged with existing customers to assess satisfaction levels and promote additional Connect America products and services.
• Applied in-depth product knowledge to guide customers in selecting suitable products for their requirements.
• Oversaw maintenance of Salesforce accounts to streamline order submission processes and enhance client interactions.
• Collaborated with cross-functional teams to optimize system integrations and reporting tools.

Manager Dylan O'Connor

Phone # 800-815-5809

• Achieved significant improvements in subscriber retention through effective management of a 10-member team. Enhanced agent performance by implementing tailored coaching and action plans. Drove customer satisfaction for seniors and caregivers by monitoring key performance indicators and addressing escalated concerns.
• Identified key trends in customer feedback to drive enhancements in service delivery and support operations.
• Supervised daily operations to ensure adherence to company policies and safety regulations.
• Conducted regular performance evaluations to identify training needs and promote professional development.

Manager Tim O'Shea

Phone# 1-800-451-0525

Facilitated timely creation and updates of government agency referrals for clients seeking medical alarm services, enhancing case manager support. Achieved compliance with HIPAA and agency standards, ensuring the protection of consumer personal information. Resolved consumer issues efficiently for those utilizing government contracts for personal services.

• Provided exceptional customer service through effective communication and problem-solving skills.
• Coordinated service requests and scheduled appointments to ensure timely support delivery.
• Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.

Manger Kathy Silvestry

Phone # 1-800-451-0525

• Achieved high customer satisfaction by effectively processing payments and updating consumer profiles. Resolved equipment issues and managed escalation calls to uphold service standards. Implemented solutions to retain customers and processed credits to prevent service cancellations while successfully upselling premium services.
• Customer Service Manager
• Jane Harris
• Office # 508-988-1000

• Achieved timely emergency response through effective management of subscriber calls and medical dispatch. Leveraged active listening to accurately assess situations and implement appropriate emergency protocols. Maintained composure under pressure, providing critical information to ensure accurate and efficient emergency services.
• Monitored client health data through Lifeline systems, identifying urgent needs and facilitating prompt responses.
• Responded to emergency calls, ensuring timely assistance for clients requiring medical support.
• Collaborated with healthcare professionals to deliver accurate information on patient conditions and care protocols.

Care Manager

John Yim

508-988-1000