Lasonia Brady

Identified pivotal behaviors to improve Customer Resolve Rate Disconnect, and Loyalty in 28, Sales and AHT. Reviewed calls and provided upskilling, as necessary. Conducted 'Whisper Coaching' on live calls to meet VOC at 80%.

Identified pivotal behaviors and delivered metrics such as Customer Resolve Rate 73%; Disconnect 16 %; Loyalty 29%; Sales 35%; and AHT 930s by reviewing calls and providing upskilling, as necessary. Executed 'Whisper Coaching' on live calls to improve real-time performance.

Answered inbound calls to resolve customer queries. Sold AT&T cell phones, Internet, Home phones, and Broadband services to new customers. Conducted troubleshooting for cellphone services.

Answered inbound calls to make new airline reservations. Modified and/or cancelled reservations, delivered upselling of airline flights. Helped customers navigate designated airline websites to create/modify/cancel airline tickets.

Managed inbound and outbound calls regarding customer charges, collections and payments related to car loans and credit card loans. Managed and updated customer information database via skip tracing and other techniques. Processed repossession orders for charged-off customers.

Completed a diploma program focused on supervision, enhancing skills in overseeing teams and managing operations effectively.

Obtained a certificate in customer service skills, covering essential techniques for effective customer interaction and support.

Completed a university certificate program for team managers, focusing on leadership and management principles relevant to team supervision.

Grade: Level II

Achieved NVQ-J Certification in Front Office Level II, demonstrating proficiency in front office operations and customer service.

Grade: 5 subjects

Obtained CSEC Certification with 5 subjects, covering a broad range of academic disciplines.