Greg Lewis

• Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
• Drove team revenue totals by bringing in top sales numbers.
• Built rapport with customers and assessed needs to make product recommendations and upsell.
• Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
• ·Top Agent Home Security Kingston 1st Quarter 2022
• ·Top Agent Home Security Portmore Year 2024

• Solved customer challenges by offering relevant products and services.
• Answered customer questions about sizing, accessories, and merchandise care.
• Engaged with customers to effectively build rapport and lasting relationships.
• Educated clients on current promotional offerings and products using persuasive selling tactics.

• Serviced high volume of calls while providing excellent customer service.
• Set up, and updated customer accounts in computer system.
• Educated customers about billing, payment processing and support policies and procedures.
• Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
• Assisted call-in customers with questions and orders.
• Explained features and advantages of residential products or services to promote sales.
• Negotiated prices, terms of sales and service agreements.
• Most DirectTV NOW Sales for the month of July 2018.
• Top Ranked associate February and March 2020.
• Responsible for assisting agents on the production floor and responding to escalation requests.

• Stayed current with latest changes to applicable regulatory standards and company procedures.
• Reviewed audit and monitoring reports related to consumer and client activities.
• Supported and trained personnel on compliance-related issues.

• Oversaw workload balancing and assignment delegation for each quality analyst.
• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Created and revised procedures, checklists and job aids to reduce errors.
• Analyzed quality and performance data to support operational decision-making.
• Managed a team of 7 Quality Analyst.
• 3 times Amazon Customer Obsessed Award winner with the CHAT Team.

• Recorded findings of audit process, collaborating with quality and production teams to implement corrective actions.
• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Created and revised procedures, checklists and job aids to reduce errors.
• Analyzed quality and performance data to support operational decision-making.
• · Successfully managed 8 Quality Analysts

• Recorded findings of audit process, collaborating with production team to implement corrective actions.

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• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Leveraged on-site observation and personal interviews to identify team and individual strengths.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Excellent communication skills, both verbal and written.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Applied effective time management techniques to meet tight deadlines.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

• Improved quality processes for increased efficiency and effectiveness.
• Coordinated and oversaw periodic audits to evaluate service quality and address non-conformances.
• Mentored and encouraged employees to strive for excellence while fostering professional growth.
• Defined clear targets and objectives and communicated to other team members.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• ·Conducted audits, and collaborating with other departments to identify and resolve issues.
• ·Successfully managed 8 Quality Analysts.
• Train staff on quality control procedures, and help the organization meet regulatory compliance.

• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Trained new team members by relaying information on company procedures and requirements.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Coached team members in techniques necessary to complete job tasks.
• Managed schedules, accepted time off requests and found coverage for short shifts.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled billing and payment issues by following guidelines and resolving disputes.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Identified and resolved discrepancies and errors in customer accounts.
• Investigated and resolved customer inquiries and complaints quickly.
• Investigated and resolved accounting, service and delivery concerns.
• Managed timely and effective replacement of damaged or missing products.
• Delivered prompt service to prioritize customer needs.
• Managed high levels of call flow and responded to technical support needs.

• Managed invoicing and payment processing operations.
• Executed billing tasks and recorded information in company databases.
• Prepared and mailed invoices to customers, processed payments, and documented account updates.
• Maintained accurate records of invoicing and payment activities in compliance with company and legal requirements.

• Maintained organized files and stocked supplies to support team needs and maximize performance.
• Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
• Responded to inquiries from callers seeking information.

• Upheld confidentiality of information to avoid potential data breaches and client lawsuits.
• Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
• Maintained filing system and organized customer documents for easy retrieval of information.