heather giambrone

* Identifying root cause in performance on a team and individual level * Coaching and motivating individuals to effectively achieve SMART goals. * Schedule weekly coachings during the best times to meet service level needs. * Provided real time coaching to teammates on de-escalation techniques and ways to find answers to questions more effectively. * Successful tracking of team and individual progression on daily metrics and call behaviors. * Succeeded in building effective partnerships with Teammates, Peers, Team Leader, and Managers

* Part of a group of high performing agents that cross trained in the eBay Buyer Protection department. * Handled call volume for eBay members in need of assistance with claims cases, appeals, and general buyer protection questions while being able to find ways to fill the connection between the fraud and claims aspect of eBay. * Provided customer assistance via inbound phone and return email to eBay members. * Handled problem solving on account situations, and retained positive member experiences with helping them on their every day eBay needs as well as account restrictions/suspensions.

* Successfully managed teams of 15-20 agents to continuously be top performers through identifying root causes, providing continual metric statistics, and being able to help the agents understand the importance of their success within the department. * Communicated positive as well as negative feedback while consistently monitoring the team to proactively identify potential problems and provided guidance in the resolution of these problems. * Through coaching, ensured agent metrics are achieved to reach the current goals of the project. * Wrote and delivered bi-annual performance appraisal. * Demonstrated teamwork by supporting and assisting other Supervisors as necessary. * Participated in recruiting efforts. * Attended calibration sessions, conference calls, etc. * Responsible for day-to-day functional supervision, of agent attendance monitoring; providing input into selecting, and training/developing.

* Gained experience and education in each aspect of becoming a Team Lead/Supervisor to apply in duties of efficiently managing a team. * Trained in numerous Service Level duties such as ensuring staffing lines, attendance, and time off requests.

* Trained new-hire employees as well as transitioned them from the classroom environment to the production floor. * Conducted quality evaluation sessions and performance reviews on metrics and provided continuous coaching and development to tenured agents. * Up-trained existing employees as changes are made including transition of clients from DirecTV satellite to Comcast cable and internet provider. * Assisted in the progression of agents to meet sales expectations for Comcast Cable by providing additional one-on-one coaching, group coaching sessions, and incorporating sales incentives and activities to spike the interest and improvement of overall sales.

Handled problem solving on accounts for troubleshooting, programming and billing situations while retaining positive member experiences by helping them on their every day DirecTV accounts.