Administrative Assistant Resume Example

• Keep track of Metrics which include sales, sales per hour, verification processing and utilization.
• Monitor breaks, lunches and restroom times for employees Provide Feedback- Meet with agents and provide live feedback.
• Explain the why and set SMART goals to help the agent achieve the requirements for the job.
• Create sales techniques that match the agent.
• Agents needed to follow guidelines in quality that made the sale proper.
• I taught agents how to word things to create a perfect sales pitch that follows quality rules and sounds appealing to the customer.
• Addressed behaviors in metrics- Since this was a prison environment the risk was always higher for safety.
• Some inmates I met with in front of others so others could see that the behavior is not allowed while with others I addressed one on one.
• Interviews- Conduct interviews with inquiring candidates and choose agents for hire.
• Attendance- Address attendance concerns.
• Discuss the reason for the absence and/or tardy so I can make the proper decision.

Coach/Supervisor

• Develop employees to a promote a high level of success not only on my team but also support agents on other teams
• Prepare employees for career advancements – encourage, motivate, plan and follow through
• Listen to calls often to identify areas needing development and/or use strong points as a learning opportunity to assist another agent.
• Work with our Quality Assurance team to make my team aware of guidelines in quality. I would listen and sit in on conversations that involved my agent and follow through with a plan to help them improve.
• Listen to call to determine whether the customer was satisfied with the level of customer service or technical support received by my agent. I would reward my agent if the call was handled well and give direction if we needed to add more value to the experience.
• Monitor Average Handle Time- Review calls that are well out of the AHT time frame and find ways to get a quicker resolution with the customer and agent. I would send links to the agent and meet with them after the call to review and make sure they now have the knowledge.
• Handle escalated calls- If a customer asked to speak with a supervisor I would work with the agent to see if there was an opportunity to fix the concern. If the agent wasn't able to address the issue or the customer was beyond irate i would take over the call. I would first listen to the concern and express my understanding and follow through with a resolution.
• Conduct team meetings -praise and communicate goals, updates and explain the reasoning
• Conduct interviews and chose applicants for hire
• Present team performance weekly to managers, general manager and director
• Conduct consultation and meetings to discuss behavioral concerns and performance issues
• Prepare paperwork and verbally deliver to agent separation notice if needed
• Frequent tool usage in – Excel, Microsoft Office, Outlook, Kronos-payroll, Oracle, Aspect
• Edit, enter and submit payroll. Work with our payroll rep if there were any concerns with agent payout. Sometimes error may occur when coaches would pull different agents and not submit the times into the database.Holidays, FMLA and LOA would sometimes create errors that needed correction.
• Manage scheduling

Mentor team leads:

• Provide feedback opportunities for team leads to monitor/coach agents.
• Develop my team lead to successfully lead my team in my absence.

Manager on duty (tenured/experienced supervisors only ) shift 3 hour block 2-3 times

• Reported directly with general manager and director on site performance.
• Establish a set goal for site performance or employee focus and drive this with mangers,
• supervisors and agents.
• Conduct crucial conversations that newer supervisors are not comfortable addressing.
• Be available to respond quickly and appropriately to any situations that may arise within
• the call center which includes medical, acts of nature or enterprise system failures.

2008-2009

• Conduct team meetings
• Mentor new OJT reps by finding what motivates them
• Identify other OJT's areas of opportunity and praise success
• Organized agent satisfaction when working with an OJT by creating survey responses
• Created method for OJT reps to receive payout on performance.
• Prepare and presented quarterly team performance to our call center director, general manager, manager and coaches
• Assisted new agents on call process by demonstrating call control and model calls for agents
• Cover teams when coaches were not available
• Assist the training department by giving classroom modules on how to properly handle troubleshooting and explain billing
• Create a development plan for agents so they could gain knowledge of equipment, programming and billing.
• Create ways to help motivate call center into making performance goals.
• Learn tools used by coaches to prepare myself in managing my own team.

• Familiarize myself with all Echostar/Dish Equipment
• Prepare myself for testing to progress o higher tier levels in Technical Support.
• Gain knowledge on how to troubleshoot all Dish installed receivers, remotes, switches, dishes and cabling.
• Be able to walk customers and other agents through steps to correct product issues.
• Customer retention- Work with irate customers and defuse the situation to keep or customers please with Dish Services by explaining the benefits and features of our programming and products.
• Determine proper resolution-service tech, RA or continued troubleshooting.
• Manage own RAs and truck roll allowances and stay within the company guidelines keeping in mind site budget.
• Assist technicians with activation of equipment
• Assist technicians by determining the right equipment needed for the customers house based on common issues that may arise with cost, distance, cabling and signal interference.

• Gain knowledge of programming, billing and promotions
• Be able to assist customers in finding billing issues and properly explain them to the customer while offering information or corrections in bill
• Be able to offer an up sell option which included - upgrading programming, premium channels and or event PPVs.
• Set up new accounts for customers calling in.
• Work with retailers to see if the customer would be eligible for promotions and if they had to proper line of sight for certain programming
• Be able to de escalate a customers issue by listening, showing concern,building rapport and finding a solution we can both agree upon.