Katherine - Welcome to CazVid!

Demonstrated experience with Microsoft Office.

Led a team of 15+ agents in a high-volume customer service environment, driving quality, efficiency, and adherence to KPIs., Conducted performance reviews, developed coaching plans, and facilitated ongoing training to support employee growth and retention., Collaborated with quality assurance and operations management to implement workflow improvements and exceed service level goals., Promoted a culture of accountability, open communication, and high performance through daily leadership and one-on-one development.

Support new team members by guiding them toward accurate and compliant responses, ensuring correct information was consistently delivered to clients., Conducted targeted coaching sessions for underperforming agents to enhance quality scores and achieve KPI benchmarks., Shared best practices and actionable tips to improve customer satisfaction and minimize quality markdowns., Motivated and monitored new hires to help them meet or exceed individual performance goals., Collaborated with supervisors to provide additional support on complex product inquiries or escalated concerns.

Took ownership of customer interactions by delivering clear, solution-focused guidance that ensured fast and effective issue resolution., Steered clients toward optimal outcomes by identifying the most efficient paths to resolution, enhancing overall service performance., Applied intentional and empathetic communication strategies to ensure every customer felt understood and valued., Actively encouraged a culture of collaboration and accountability within the team, contributing to a positive and results-driven work environment.