james blair

Outbound telephone sales exceeding weekly retention goals over 85%.

* Leading Supervisor in customer satisfaction. * Supervise up to 15 inbound insurance sales agents. * Member of the team creating a group of agents capable of servicing Medicare and Healthcare customers. * Developed and rolled out new policies. * Adhered to all confidentiality requirements at all times. * Strong leader of customer support staff. * Trained staff on operating procedures and company services. * Provided accurate, specific and timely performance feedback for CSRs. * Identified individual development needs with appropriate training. * Fostered an environment which encouraged continual process improvements.

Temporary inbound sales agent for Medicare plans. Maintained friendly and professional customer interactions at all times. Answered customers&​#039; questions regarding products, prices and availability. Met or exceeded service and quality standards every review period.

* Inbound call MAC OS technical support. * Inbound call IOS technical support. * Managed call flow and responded to technical support needs of customers. * Evaluated and responded to incoming sales leads and requests for technical support assistance. * Resolved customer issues in a clear, courteous and straightforward manner. * Demonstrated professionalism and courtesy with customers at all times. * Identified and solved technical issues with a variety of diagnostic tools. * Researched, troubleshot and resolved complex problems independently. * Answered telephone calls promptly and minimized delays that could lead to abandoned calls. * Appropriately documented all transactions and pertinent interactions. * Identified potential sales and cross-selling opportunities. Reviewed technical documentation and procedures. * Managed customers&​#039; expectations and experience to a high degree of customer satisfaction. * Described solutions to customers accurately and persuasively

* Temporary position selling Medicare insurance plans. * Documented all customer inquiries and comments thoroughly and quickly. * Responded to all customer inquiries thoroughly and professionally. * Greeted customers in a timely fashion, while quickly determining their needs.

* Contracted through People Quest Staffing. * Appraisal management services. * Trained new employees.

* Supervised up to 18 inbound call representatives including coaching, corrective actions, motivation, incentives, and weekly team meetings Rewrote the customer service quality assurance program and incentive program based on performance. * Answered inbound customer calls including escalated issues. * Member of a team responsible for hiring and training new employees and team leads. * Managed staffing levels based on call traffic. * Through weekly one-on-one sessions took lowest ranked in performance team to highest ranked in three months. * Implemented innovative programs to increase employee loyalty and reduce turnover. * Trained, coached and mentored staff to ensure smooth adoption of new program.

* Entered numerical data into databases in a timely and accurate manner. * Order Entry and Processing * Limited Customer Contact * Compiled and accurately entered electronic data.

* Evaluated monthly cell phone invoices and saved the company $20k per month on cell phone bills. * Created and maintained company inventory of all communications assets. * Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and firewalls

* Leading Supervisor in customer satisfaction. * Leading Supervisor in quality assurance. * Supervise up to 18 inbound insurance sales agents. * Supervising agents capable of servicing Medicare and Healthcare customers. * Trained, coached and mentored staff to ensure smooth adoption of new program. * Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. * Strong leader of customer support staff. * Trained staff on operating procedures and company services. * Provided accurate, specific and timely performance feedback for CSRs. * Identified individual development needs with appropriate training. * Fostered an environment which encouraged continual process improvements. * Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.