Tammy Jones

• Coached agents regularly to enhance performance and meet all KPIs.
  Monitored agent activities and provided timely feedback for improvement.
  Created a motivating environment through recognition programs and contests.
  Conducted team meetings for updates and collaborative discussions.
  Participated in CRAI pilot program aimed at optimizing operations.
  Facilitated retention coaching sessions focused on member engagement strategies.
  Documented agent interactions as needed for performance tracking.
  Attended calibration meetings to ensure alignment on expectations.

• Utilized approved training materials to effectively train new hires.
  Provided oversight on role plays and hot seats, delivering constructive feedback.
  Facilitated one-on-one meetings, identifying agents at risk of not graduating.
  Entered training hours into Kronos, ensuring thorough documentation.
  Processed terminations for agents failing to meet performance standards.
  Created engaging PowerPoint presentations for graduation events.

• Enhanced member experience by coordinating appointments for tax aide events.
  Successfully met all KPIs by providing exceptional support with account setups.
  Assisted members in navigating accounts and scheduling relevant events.
  Delivered timely assistance to ensure smooth operations during tax aide events.

Assisted callers with their game set up, and account issues.

• QA'd calls from agents on the program providing feedback.

• Monitored, trained, and coached chat team to enhance service quality.
  Handled escalated chats to resolve complex customer issues efficiently.
  Provided feedback on agent performance to drive continuous improvement.

• Facilitated agent coaching resulting in KPI achievement.
  Initiated performance feedback and structured performance improvement plans.
  Executed monthly quality assessments of calls to uphold standards.
  Contributed to all meetings with actionable insights.
  Accountability was maintained by setting expectations for agents.
  Recorded necessary agent documentation accurately.

• Resolved complex service issues by managing escalated customer inquiries.
• Provided real-time support to agents in Adobe Room, addressing questions and concerns.
• Handled escalated calls to ensure effective resolution of customer issues.

• Assisted callers with updates to their account within the required AHT.