Tamar Biggs

• Team Leader/ Nesting Manager
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Delivered quality service with friendly and professional demeanor.
• Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff coming directly out of Training.

Operation Manager

• Profiled, targeted and prospected territory within and beyond existing customer base to expand reach and revenue.
• Created strategic sales plans, designed to increase revenue, customer loyalty and market awareness.
• Generated monthly and annual reports to determine growth and areas requiring improvement.
• Boosted team morale and overall sales volume by creating incentivizing contests.
• Conducted interviews and hired ideal candidates to complement workforce.
• Exceeded specific team goals and resolved issues, partnering with upper management team to share and implement continuous improvements.

• Team Manager
• Development of agents directly out of training.
• Speak on Client calls based on team performance and action plan.
• Maintained outstanding standards by continuously looking for areas of improvement, ensuring exceptional service.
• Monitored team performance, ensuring compliance with guidelines and regulations.

Senior Team Manager for performance and Workforce Intern

• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Manage the daily aspect of attendance to client goal and flex as needed

Assist with training Materials to train new recruits

• Assistant Program Manager
• Responsible for all aspects of managing inbound and outbound customer service/ sales program.
• Partner with Training, HR and WFM ensuring all departments are calibrated on program expectations and performances.
• Provide Weekly reports on KPI outliers, program improvement and sales statistics.
• Prepared range of written communications, documents and reports.

Escalation Representative

• Monitoring and assisting agents with escalated calls based on call type
• Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.

Quality Analyst

• Analyzed call quality and performance trends providing recommendations for further improvement.
• Produced graphs, charts and reports on opportunity areas.
• Evaluated recordings to recommend improvements to sales techniques, scripts and negotiation.

• Provided clear and concise step-by-step technical support to guide clients.
• Resolved service user requests within target timeframes.
• Followed user guides and technical manuals to complete skilled repairs.
• Conducted tactical troubleshooting to identify faults.

• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.

Quality Analyst

• Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response.
• Logged findings in detail following standard procedures for optimum collaboration across teams.