VA#0501

Assist and provide world-class customer service via chat, email, and phone calls to maintain soft skills, apply process updates, and prepare for upcoming training sessions. Develop and design training materials to enhance customer satisfaction, focusing on Active Listening, Empathy, Acknowledgment, Paraphrasing, and Providing Solutions. Revise and update training materials based on the latest process changes from the client. Facilitate and deliver effective training sessions for new hires and tenured agents, emphasizing both soft skills and system navigation. Create and administer knowledge checks, analyze results, and prepare reports identifying areas for improvement. Collaborate with cross-functional teams (HR, Operations, QA, WFM, etc.) to drive agent performance and overall account success. Conduct remote call listening sessions to assess agent performance and provide constructive feedback. Coach agents during the nesting period, focusing on KPIs that need improvement, developing action plans, and conducting follow-ups to ensure progress. Perform call listening and QA calibration checks to ensure alignment with quality standards and processes. Participate in QA calibration meetings with other departments to maintain consistency in evaluation and scoring

Part time Making outbound calls to potential insurance leads using GoHighLevel (GHL). Booking qualified prospects into the client's calendar through the GHL scheduling system. Ensuring all confirmed appointments are properly recorded in the GHL calendar. Conducting follow-up calls or messages to confirm, remind, or reschedule appointments.

Contacting Debtors Negotiating Payments Recording and Updating Accounts Investigating Disputes Ensuring Compliance Reporting to Management Providing Customer Support

Assist guests in their travel needs (e. g hotel rooms, show tickets, event seats)

Assist customers with their phone connection issues. Occasionally transfer to the sales department to promote and sell phone products.

Provide customer service for a travel account. Assist customers with supervisor and escalation concerns. Ensure tickets are issued on time