Danielle Newkirk: in West Valley City, UT

• Unified diverse teams in order to create and execute a cohesive plan. • Supported a team of sales and customer care agents in their specific roles. • Provided real-time feedback and encouragement to sales and customer care agents to help them efficiently achieve their performance expectations. • Set and track personal and departmental goals. • Provided coaching, advice and guidance based on quality reviews, and delivers performance feedback to agents. • Mentored newly hired representatives to ensure a smooth transition from learning environment to daily production environment and participate in providing formal training. • Took inbound customer calls or handling customer emails in periods of excessive call volume. • Maintained a comprehensive working knowledge of polices, procedure, and benefits across all Progrexion programs. • Motivated agents to achieve high performance. • Conducted quality review of agent’s performance to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved. • Audited agents inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures. • Verified that agents are providing up-to-date information, following current processes, and communicating effectively to callers. • Written and Verbal warnings when procedures and processes weren’t followed. Terminated agents when required.

• Verified that agents are providing up-to-date information, following current processes, and communicating effectively to callers. • Communicated with customers concerning unpaid balances on an inbound/outbound phone system (Avaya). • Assisted customers with billing issues and applied credits. Transferred to different departments for assistance. • Top 15 in call center of 600. Consistently in the call centers gold commissions club. • Assisted with new employee training.

• Assisted in sales, marketing and administrative operations for Caribou Coffee shop. • Assisted Manager with the training of new employees. • Oversaw cash intake, daily cash accounting and inventory management. • Worked at Chicago festivals and other community events.