Effectively managed and coached trusted professionals to meet/exceed client goals.
Created reports to update the company on the team's progress.
Developed a strategy the team will use to reach its goal.
Provided coaching base on the identified went wells and even betters of the agent to promote good behavior and drive performance.
Monitored agents’ performance and provided supplemental assistance to meet individual and clients’ KPI goal.
Handled a 3-person project related to Artificial Intelligence (AI). Audited logs and trained new resource prior to endorsing to program. Presented weekly metrics to the client.
