APAC Customer Service Inc.
600 South Tyler Rd, Wichita, KS – USA
- Supervised & coached a team of 24 Representatives for win back and win over calling.
- Documented performance of CSRs in training and makes recommendations to graduate, terminate or require additional training.
- Analyzed ongoing performance trends in order to make training & development recommendations.
- Worked with various departments’ subject matter experts as needed to develop, enhance or update training programs, including outlines, fact sheets, exams, and supporting documents.
- Regularly communicate with Sr. Training Staff to maintain product/service knowledge and ascertains additional training needs of CSRs.
- Managed Support & Employee Incentive Programs for many clients including SBC, Bell South.
