T2 Mac+ Chat Resume Example

Became a mentor for iOS Chat onboarding to assist with mentoring new advisors that were just hired, transitioning from.iOS phones T1, helping New Advisor Training as a SME when needed, also assisting in Nesting.

• Helped nurture, coach, and develop skills needed to perform on their own in the chat environment.
• Participated in NAT classes assisting the trainer in subjects they might not be familiar with personally in chat like behavior or how to implement certain practices.
• Familiar with different mentoring session types for both NAT and Transition classes including "nesting style".
• Sending approved email invitations for mentoring Setting up Webex meetings for mentoring.

Handled multiple inbound chats from customers around the world at the same time, assisting with technical and non-technical issues with iOS devices.

• 100% Northstar evaluations focused on H2H with an emphasis on being able to acknowledge, align, and assure with a customer.
• Selected to participate with onboarding and mentoring for new advisors, transitioning advisors from phones, and as a subject matter expert in new advisor training.
• Helped build team moral by starting and maintaining a team photostream to get to know each other more.
• Selected to transition into the Mac+ chat pilot in July 2015.
• iOS Phones T1.

• Completed Account Security
• Northstar H2H attributes at 90% or better
• iOS T1 chat cross trained Consistent metric performance

Managed a two-week training program for new hires transitioning from class room based training to hands-on call experience in customer service.

• Pulled performance data from systems such as Advanis and Verint Formed training based off of data to achieve site performance goals.
• Managed scheduling and schedule adherence for Subject Matter Experts and Specialists.
• Attended weekly performance meetings with Operations Managers and Training Department.
• Documented all coaching and corrective actions in excel for reporting to the vendor.

Coached and developed call center representatives to use the most effective and efficient means for handling phone calls without sacrificing customer service while achieving the goals.

• Provided coaching and feedback to specialists.
• Held weekly team meetings with assigned Team Leads to form strategies to achieve performance goals.

Learning Lab SME assisting new agents transition from classroom-based training to the production floor environment.

• Maintaining or exceeding site goals for the month.
• Coaching agents on their performance through spot checks and agent readiness evaluation feedback.
• Creating a strategic plan to improve an agent or agents statistics.