Siobhan Gurski

1. Prepared daily assignments and coordinated campaign switches for callers to optimize workflow.
2. I make sure confirmation calls are done. If someone is out or does not confirm their
appointments after they log off I call to confirm them.
3. I verify that each lead is not a duplicate. Every lead that is entered I make sure all of the
information is entered correctly. I call to verify that the day & time are correct as well as the
address. I also make sure the agents calendar is open for that date and time.
4. I watch every email that comes in as it may be a confirmation call or cancel. Also for any emails
from the agents. I also take incoming calls on my cell phone for customer service and for
prospects confirming or cancelling appointments.
5. If an agent call or sends an email I deal with the problem or situation they are having or direct it
to the correct person that can handle it.
6. Monitored online user report to track active callers.
7. I monitor Intercom for agents questions or their needs and try to assist them in any way I can.
8. I try to keep the callers motivated and if they are having a bad week I try to change them to an
easier agent so they can get appointments.
9. I ensured all agent orders were filled by the due date.

• Directed daily operations to improve workflow consistency and service delivery.
• Oversaw staff coordination, task assignments, and performance expectations across departments.
• Used a CRM system
• Streamlined operational procedures to reduce delays and improve process accuracy.

• Managed multi-line phone systems, routing calls and messages with accuracy
• Greeted visitors professionally, maintained front-desk
• Helped out with Accounting doing invoices and doing daily deposits for the bank
• Processed mail, deliveries, and interoffice documents while maintaining organized records
• Scanning documents