AsurionAugust 2014 – May 2023
Premier Support Supervisor
Provided behavioral based coaching and feedback to aide and develop frontline experts in order to meet and exceed company KPI.
• Met client requirements around sales goals, CNPI and PII.
• Scheduled one on one sessions with leadership and frontline experts.
• Completed six sigma training for personal development and growth.
• Facilitated site wide and team huddles in 4DX format.
• Met weekly deliverables.
• Managed Projects and Piloted programs along several lines of business and clients.
• Trained and developed new hires on all levels including front line and leadership shadowing.
• Conducted interviews and hiring fairs for frontline.
• Facilitated learning and development sessions to increase productivity and performance in frontline.
• Co-facilitated leadership learning sessions around six sigma-based development for peer-to-peer comraderie development and support.
• Led site wide projects and initiatives for site wide performance goals around: attrition, attendance, and sales production.
• Received Sales Accolades and Coach of the Quarter 4 times.
Staff MarkOctober 2009 – April 2013
Responded to client requests in a timely manner.
• Prepared and handled time sensitive documents.
• Vetted potential clients through intensive hiring process.
• Managed inbound calls and scheduling with senior leadership.
• Processed work orders and schedule repair appointments for technical solutions for smart devices.
• Trained and developed new hires.
• Ensured quality assurance on client complaints.