Goals

* Retain Customers- My goal is to assist the company in driving customer experience. To accomplish this goal, I will analyze customer feedback via surveys and call reviews to determine how we can meet the customers’ needs for best practices. This approach will allow me to collaborate with cross-functional teams and vendors to deliver feedback and recommendations.

* Customer Engagement Efficiency- To assist the company in managing average handle time and first call resolution, I will evaluate the impact of processes, policies and procedures that are guided for call center representatives. During coaching sessions and other channels of communication, feedback and instructions will be delivered on how to handle and use resources more efficiently.

* Customer Effort- I will help the company meet this goal by proactively solicit and listen to call interactions and customer feedback on high-effort experiences. This will enable me to collaborate with call center representatives and vendors to actively guide customer interactions by using positive language positioning techniques and emotional responses when offering solutions reactive or proactive to create a mutual outcome for customer resolution.

* Margin Management- To help meet company goals, I will provide special attention in reviewing customer interactions where proactive or reactive sales opportunities are applicable to identify strength and weakness approach in sales pitch in order to support management with observations or suggestions.

* Employee Development- To enhance or sharpen my skills, I plan to gain acceptance in participating in the Pathway to Leadership Program in order to build leadership skills with training, guidance and practical experience.

* Continuous Improvement- I will support management with training and development efforts and assist with identification of gaps or needs. I will also maintain awareness of routine QA operations and provide observations or suggestions...