Erin Cox

• Oversaw daily operations to ensure efficient service delivery and adherence to company policies.
• Coached and trained team members to improve performance and enhance customer satisfaction.
• Implemented process improvements that increased operational efficiency and reduced service delays.
• Coordinated cross-functional teams to resolve complex customer issues and streamline workflows.
• Led project management efforts for system upgrades, ensuring minimal disruption to services during transitions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

• Facilitated onboarding processes for new hires, ensuring smooth transitions into company culture.
• Developed training materials, schedules and resources to enhance employee understanding of policies and procedures.
• Collaborated with cross-functional teams to streamline onboarding workflows and improve efficiency.
• Conducted orientation sessions, providing essential information on benefits, systems, and job expectations.
• Monitored feedback from new employees to identify areas for improvement in onboarding experience.
• Mentored Interim supervisors, fostering a collaborative environment and enhancing team performance.
• Analyzed onboarding metrics to drive strategic improvements in processes and employee retention rates.
• Streamlined onboarding processes for increased efficiency, reducing time-to-productivity for new hires.

• Supervise daily operations of a team of 9 agents, setting priorities and ensuring timely, high-quality task completion
• Monitor and evaluate team performance using quantitative and qualitative metrics
• Provide ongoing coaching, mentoring, and performance feedback
• Handle escalated customer issues to ensure satisfaction
• Lead onboarding and training programs
• Develop and implement process improvements
• Create training materials and performance reports
• Foster positive team culture and accountability
• Partner with leadership on cross-training initiatives

• Manage high-volume customer accounts across multiple systems
• Collaborate with external agencies to resolve account issues
• Support training and mentoring of new employees
• Resolve complex customer concerns
• Maintain accurate account records