Samantha Bullock

• Salary: $51,196.69-54,445.76/ Annually
• Continued functions from team coach position
• Continuously evaluated coaching methodologies and strategies, adjusting as needed to maximize effectiveness based on the unique needs of each team member.
• Researched latest industry trends and developments to keep abreast of best practices, making changes as needed.
• Lead discussion with agent ambassadors for feedback on procedures, making changes as needed. Correcting misunderstandings within procedures.
• Scheduling

Salary: $49,227.59 -$51,196.69/ Annually

• Developed customized training materials, ensuring optimal understanding of job responsibilities and expectations among team members.
• Coached and trained Twelve employees throughout the year.
• Developed strong relationships with each team member, understanding their unique motivations and challenges to provide tailored support accordingly.
• Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.
• Improved team performance by implementing effective coaching strategies and setting clear goals.
• Encouraged open communication among team members, allowing for constructive feedback and continuous improvement in daily operations.
• Reduced errors in daily tasks with thorough training sessions and regular feedback on individual performances.

Salary: $49,227.59 -$51,196.69/ Annually

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
• Developed effective improvement plans in alignment with goals and specifications.
• Addressed underperformance issues promptly with corrective action plans designed to drive rapid improvement in targeted areas.

Salary: $30,921.51-$32,169.96/ Annually

• Managed time efficiently in order to complete all tasks within deadlines.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Assisted in managing and engaging in Discovers Social Media Pages via Sprout Social
• Created “MythBusters” for the floor to identify tips and tricks that are misconceptions on
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Provided support in chat for phone agents to assist on calls
• Created monthly emails for defected calls to keep agents informed

Salary: $26,956.80-$29,449.06/ Annually

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
• Identified at-risk accounts through diligent monitoring and analysis.
• Streamlined account management processes, reducing response times and improving client service quality.
• Enhanced team performance with regular contests and games to improve knowledge and customer service excellence.