Brandie Betton

Contact Center Sales Supervisor @Hotwire Communications Ltd

Coaching and developing all Sales Engagement Specialists to deliver white-glove customer service to elite clientele while educating and upselling them on innovative products and services by blended correspondence. To include providing guidance to understand the overall goal is to deliver meaningful, valuable solutions and customized recommendations and services. •Monitors live and recorded calls to ensure exceptional customer experience is on every customer interaction. Holds each Specialist accountable to maintain acceptable performance standards, effectiveness, efficiency, and quality through inbound, and outbound virtual channels (phone, chat, email, etc.) Carefully reviews the details and quality of New Install Orders in AMDOCS multiple complex systems for accurately documented accounts. •Manages the project of the ACP Benefit Program, formally known as the EBBP, the Federal Communications Commission (FCC). This includes qualifying and educating customers via email or phone when enrolling them for the monthly Benefit with no minimal direction. •Provides Security leads to Sales Engagement Specialist with BASA/FASA Certification, ensures follow-up is conducted on set appointments, and assists in closing sales when required. Provides daily dynamic problem-solving solutions to Customer Service with Escalation calls and emails. •Review with management weekly the business reviews of RPC KPI’s, and project status (Home security, upgrade marketing campaigns, forecasting, reporting, etc.) •Demonstrates successful results delivering on the company and individual Scorecard goals, and consistently supporting agents resulting in customer satisfaction. •Assist management with implementing a fully functioning Workforce Management (WFM) platform for Sales Engagement Specialist’s (SES), Technology Concierge, and Launch Team (labor hours, time edits, PTO, & timesheet approvals) while also designing weather emergency protocols and call-out hotline procedures.