Tracy Hart

Quality and product coaching of individual agents in agreement with respective supervisor and individual agent requirements.

Provide Leadership, coaching & training along with customer service in order to help agents improve their KPI achievements, contributing to the overall goals of the business.

Contributing to the achievement of LH InTouch’s business and productivity goals.

Propose action plans to improve team quality and product knowledge.

Keep up to date with all relevant product information, system and software.

Communicate and explain company policies.

Provide excellent customer service to both internal and external customers

Greeted and assisted visitors, ensuring a welcoming environment.

Managed multi-line phone system, directing calls to appropriate personnel. Making reservations using 5-Star Hotel system.

Scheduled spa treatments.

Booking flights for passengers to meet cruise ships.

Developed training programs for team members, fostering skill enhancement and knowledge sharing.

Implemented process improvements that streamlined workflows and reduced turnaround times.

Conducting appraisals and responsible for recruiting.