Monica R.

- Taking escalated calls and inbound/outbound calls for following up on a previous or failed payment commitment. - Track the progress of individual associates; recommend performance action plans for associates who are not meeting established quality standards and collections. - In-depth analysis to identify and recommend result improvements. - Provide constructive feedback to meet or exceed project objectives and/or targets. - Evaluate collection calls to ensure compliance with client requirements. - Attend and contribute to both internal and client monitoring and calibration sessions. -Responding to email queries real time. - Attending agent's needs via chat.