Tiffani Roche

• Assists with new hire nesting, coaching, & training for IB Sales & Retention.
• Provides campaign & new offer assistance.
• Monitors calls and help tailor trainings to modify behaviors.
• Reviews order entry issues and develop coaching accordingly.
• Conducts group trainings and “brown bag sessions” to address trending areas of difficulty.
• Subject matter expert for sales policies & processes.
• Provides informal and formal training on tools or programs used to all levels of employees in sales and retention.
• Helps identify trends or gaps in tools or programs and send feedback through appropriate channels.
• Establishes partnerships across all regions and with Center boundary partners (including supervisors, managers, directors) in order to maximize effectiveness.
• Drives alignment, consistency, and cohesiveness in people practices, call center management activities, overall performance management, and customer service delivery, to achieve personal and department goals – especially with new hire nesting.
• Implements tactics which enhance sales performance across sales contests, commissions, leadership development, training, and call center technology needs.

• Responded proactively and positively to rapid change.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Trained new personnel regarding company operations, policies and services.
• Adhered to appropriate legal scripting when required.
• Developed product demonstrations and presentations for customers.
• Part of the “SME” project that facilitated the training of 42 agents in four classes to be floor ready, Motivated my sales team to meet and exceed monthly goals.

COX RETENTION AGENT:

Oct 2018-Oct 2022

• Responded proactively and positively to rapid change.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Trained new personnel regarding company operations, policies and services.
• Adhered to appropriate legal scripting when required.
• Developed product demonstrations and presentations for customers.
• Part of the “SME” project that facilitated the training of 42 agents in four classes to be floor ready, Motivated my sales team to meet and exceed monthly goals.

• Achieved and exceeded monthly performance metrics, calls and compliance standards month after month.
• Utilize multiple databases for customer account info.
• Made sure monthly all team members were up to date and complied with trainings.
• Managed Inventory, on a weekly and monthly basis.
• Monitored and prioritized the daily workflow.
• Made sure all operations were held to and exceeded company standard.

• Managed brick and mortar location that had 3-9 employees.
• Responsible for a minimum sales quota and Individual Gross profit.
• Also, responsible for meeting additional sales metrics according to posted commission plan.
• Partnered with District Manager in regards to employee relations, issues and performance management.
• Responsible for overseeing organization of store schedule, employee time sheets and payroll of store personnel.
• Conduct and coordinate new hire orientation in conjunction with the training department, to ensure a professional, consistent training program.