Senior Telesales Representative
Mentor and assess the performance of new team members to assist with establishing action plans for immediate success in the telesales representative position.
- Complete root cause analysis on failed transactions to provide feedback and coaching opportunities to new team members.
- Conduct audits and compile data on unauthorized transactions to present to management.
- Assemble team metric data weekly to make direct comparisons to the Center, Area and Country to discuss with the team during meetings.
- Conduct daily team huddles to disseminate procedural changes and share best practices.
- Assess escalated customer concerns to provide thoughtful and well evaluated resolution to promote customer satisfaction.
- Establish an environment that facilitates open and supportive communication with the team.
- Evaluate the needs of each customer and provide solutions that are in alignment with their specific needs.
- Earned MVP Customer Experience award for the 2nd and 3rd Quarters of 2014.