Jessica Papas

• Hold team accountable for meeting all performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls

• Available for support for associate questions, issues, and customer escalations

• Ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition

• Lead staff in accordance with policies and procedures of TTEC

• Responsible to meet team productivity and quality goals

• Ensuring good communication with managers and other Team Leads

• Monitor calls, gather information from Locus/Empower, analyze data, observe the process, and lead efforts to consistently improve each call and performance

• Assign Cases

• Make supervisor calls, take live transfers

• Ensure target of handled cases are met

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Tracked attendance and progress against goals for each participant.
• Collaborate with management to identify company training needs.
• Preparing advocates for operations and having all resources available to them and confident to respond to calls effectively and effectively

• Acknowledge and respond to customers by phone and email
• Actively listen to customers needs and concerns and work with them through the after sales and installation process
• Manage cases to ensure smooth transition from purchase to happy user; escalating issues if needed
• Ability to de-escalate customers and ensure they feel heard before addressing their issues
• Collaborate with third party partners to ensure customers have a seamless experience
• Ability to amange case workload to address customers needs in a timely manner
• Demonstrate passion for the company, ability to learn quickly and meet deadlines
• Eager to help whenever needed
• Upgraded to support staff recently to help other advocates move their cases through the proper channels while coordinating with other teams to ensure customers challenges are fulfilled
• Proved successful working within tight deadlines and fast-paced atmosphere
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

• Delivered demonstrations at client sites to promote benefits and support new product launches
• Sold Weight loss, Health, Skin care products to individuals by building and maintaining diverse client portfolio
• Performed cold-calling and follow-ups with leads to secure new revenue
• Set up appointments with potential and current customers to promote new products and services
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings

• Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
• Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
• Organized special events in restaurant, including receptions, promotions, anniversaries, and birthdays.
• Prepared for and executed new menu implementations.
• Developed, implemented and managed business plans to promote profitable food and beverage sales.

• Responsible for taking customer orders and ensuring customer satisfaction
• Successfully solved customer customer conflict and problems when mistakes were made with orders and payments
• Processed payments and handling cash and credit transactions
• Introduced customers to new menu items and successfully built customer relationships
• Present menu, answer questions and make suggestions regarding food and beverage
• Scheduled numerous reservations and managed seating arrangements simultaneously in a high-traffic restaurant while maintaining calm, professional demeanor.
• Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.