American Customer Care
August 2011 — June 2013
• Managed a team of 15-50 agents through quality assurance and coaching practices.
• Refined quality assurance standards by improving recording selection and score recording practices.
• Pulled performance reports from different programs to keep team and upper management on task.
• Provided customer service as a supervisor by phone, online, web-chat, email, and social media.
• Communicated frequently with on- and off-site IT to upgrade systems and improve agent efficiency.