William - Call Center Team Leader

Experiencia demostrada en Customer Service & problem solving.

Experiencia demostrada en Team Building & Leadership.

Experiencia demostrada en Time Management & Root Cause Analysis.

Experiencia demostrada en MS Office & Email/Phone Etiquette.

Experiencia demostrada en Performance Metrics & Quality Monitoring.

Providing first in class customer services to our clients, arranging their non-emergency medical transportation, setting their appointments with no error window.. Supervised 20+ representatives, ensuring 99%+ quality standards.. Provided training on performance metrics, adherence, and consumer behavior.. Reduced average handle time with targeted coaching, improving efficiency.

Assisted in creating sales scripts that resulted in higher conversion rates during outbound calls campaigns. Making easier for new hire agents with low sales experience.. Improved overall sales performance with targeted coaching sessions for individual agents, practicing with role plays, conducting listening session to share best practices.. Maintained relationships with customers and found new ones by identifying needs and offering appropriate services. Share with representatives how to build rapport.. Led team meetings to share updates and reinforce best practices.

Mentored junior team members, contributing to their professional growth and development. Listening to their request, evaluating their strengths and weaknesses to create effective action plans.. Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement involving each team member to be proactive and share with others their knowledge.. Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction. Material is created based on each representative area of opportunity.. Conducted call monitoring to identify and improve performance gaps.

Handled 70+ daily calls, consistently exceeding sales and QA targets.. Explained features and advantages of internet, TV and landlines products or services to promote sales. Performed discovery question to find perfect deal for our customers.. Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.

Developed strong relationships with clients through excellent customer service and regular follow-ups for Spectrum formerly Time Warner Cable. taking up to 70 calls per day keeping on target AHT, QA, Sales Rate% and CSAT.. Provided tailored product recommendations, improving customer retention.. Increased sales and customers satisfaction through personalized servicing showing them that a bundle can worth their money better.. Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.

Handled customer inquiries and suggestions courteously, professionally and, taking their orders for the delivery.. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.