• Cold called and cold emailed prospects from a provided list of leads • Managed a calendar of Gatekeeper and Decision maker follow ups with potential of converting into leads • Researched accounts and Probed to identify the prospect pain points and effectively handle objections • Qualified leads and sent reports of all relevant details for account manager follow-up • Due to solid performance, acted as account manager completing 1st discovery calls and getting customers to pricing and closing stages using Hubspot as CRM

• Managed a team of up to 15 chat/email/voice customer service agents, providing coaching, performance follow-up, and assisting with HR related requests • Assisted recruitment with the operations interviews to identify the right fits for the campaign, communicated final decision to the department and left detailed internal records for coordinator's reference • Collaborated with Workforce management for schedule planning, and coverage based on day to day events with attendance and client/QA required trainings • Generated reports and analyzed data related to KPIs to identify trends, and outliers per line of business so we could then create a common action plan for all teams • Served as a point of contact for client and internal teams facilitating effective communication and collaboration

• Led a team of up to 21 collections representatives, providing coaching, training, and performance management to ensure hitting monthly goals for the department • Developed and implemented standard operating procedures to streamline workflow, provide visibility for the other departments and visual guidance for the team to check back on, therefore improving calls quality and overall cash collected performance • Monitored and evaluated Key performance indicators, such as cash collected, quality, and success rate vs right party connect to present weekly and monthly business reviews and create action plans to improve the performance of the department • Conducted regular team meetings to celebrate team and individual achievements, communicate goals, share best practices among team members, and provide product updates fostering a democratic and collaborative work environment • Communicated closely with the client about large commercial accounts that required special handling

• Provided product knowledge and troubleshooting steps to customers, guiding them through product set up, usage and technical issues • Maintained a high level of professionalism with challenging customers, ensuring customer retention and loyalty • Achieved top performer rank in a campaign of up to 90 agents, and I was given the opportunity to learn how to lead a team by getting my own team of 10 new hires helping with transition from training to production • Obtained the official position of mentor by going through an interview process of 10 top performer candidates • Acted as a Customer satisfaction analyst, reviewing and categorizing disatisfaction surveys as well as contributing to identify areas of opportunities and creating action plans to tackle them

• Assisted customers with product selection, website navigation, order placement and tracking, ensuring an excellent consumer experience • Handled customers concerns and issues with empathy and problem-solving skills, making use of active reading to correctly identify the real issue and most effective solution • Utilized CRM software to navigate product knowledge base and properly document interactions for future follow-up, making sure to keep contact information and records up to date • Proactively identified opportunities to upsell and cross-sell products while keeping in mind the needs of the customer