Sophia E.

• Ten years of customer service experience. • Exceptional oral and written communication skills. • Proven ability to develop and maintain cooperative relationships with peers, subordinates, customers and supervisors. • Ability to maintain confidentiality. • Meet with team members weekly to review performance, give guidance and to set future quality goals. • Identify agent trends to improve their quality performance. • Utilize time management skills to meet and exceed goals set by the company and the client. • Employ ability to provide constructive feedback in a manner that motivates agents to improve their performance. • Maintain accurate documentation of each agent’s calls, including both positive observation and areas of opportunity.