Senior Performance Coach

• Partner with stakeholders to define performance indicators and correspondingly design and implement gap analysis strategies and remediation programs to address staff knowledge deficiencies. • Work closely with the Customer Operations leadership team to establish benchmarks, baselines, and targets for individual and team quality performance. • Analyze quality indicator data, such as Agent Behavior scores, Customer Support interaction logs, transcripts, and recordings, Customer Satisfaction and First Contact Resolution scores and feedback, and NPS feedback to identify positive and negative trends and improvement opportunities. • Provide individual feedback and coaching to ensure quality standards aligned with Agent Behavior, Contact Resolution, and Customer Satisfaction targets, ensuring Quality programs are delivering desired outcomes. • Conduct collaborative goal setting with Customer Support staff, mutually agreeing on attainable step goals that promote the individual's continuous improvement. • Develop individual action plans and provide visibility and tracking of progress to both the individual contributor and their Manager or Supervisor.

Telephonic Interactions Answering Calls: Resolving customer queries, providing information, and troubleshooting issues. Providing Support: Offering billing support and guiding customers through processes over the phone. Follow-Up Calls: Checking in on customers to ensure their issues have been resolved or to provide additional assistance. Handling Complaints: Addressing and resolving customer complaints efficiently and courteously. Order Taking: Assisting customers with placing orders or tracking shipments. Non-Telephonic Interactions: Email Support: Responding to customer emails, resolving issues, providing information, and following up as needed. Live Chat: Offering real-time support via chat. Knowledge Base Management: Creating and updating FAQs, guides, and documentation to help customers find answers on their own. Feedback Collection: Gathering and analyzing customer feedback to improve products, services, and overall customer experience.

• Provided subject matter expertise and guidance related to business functions assigned and mentor other members of the Quality team as appropriate. • Assisted in the design of formal audits and quality processes, as well as all aspects of the associated procedures, i.e., database design, scoring procedures. • Completed quality assurance observations and CSAT analysis, including feedback and coaching to ensure quality standards, procedures, and methodologies are being followed. Report findings from audit results and provide analysis on findings. • Facilitated challenge (collaboration) process to give auditee opportunity to review results and to note trends for corrective and preventive actions. • Partnered with operations leaders to set standards for KPOs, set targets, and baseline.