Gina Cornelio
Customer Experience Team Lead @Audicus
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WORK HISTORY
Customer Experience Team Lead @Audicus
Manage a pod of up to 5 Customer Experience Associates by providing direct, actionable feedback, daily coaching and support-Oversee the onboarding process for new hires, ensuring each agent is trained thoroughly and has the tools and support necessary to succeed in their roleAssist agents with daily workload management and prioritization-Monitor agent capacity and redistribute work when necessary to ensure delivery of timely and effective solutions-Serve as a first point of escalation on customer issues, ensuring difficult conversations are handled with empathy and professionalism-Support agents through ongoing tailored coaching and by meeting with them weekly in a one-on-one setting to deliver feedback, review progress and discuss overall performance-Work cross-functionally with Sales, Marketing, Operations and our Clinics to improve the customer experience across all touch-points-Share agent feedback and insights with B2C Leadership to help drive continuous improvement in our customer experience and retention efforts.
EDUCATION
University of Rhode Island
Bachelor of Arts, PSYCHOLOGY
ABOUT GINA CORNELIO
Aspiring mental health care provider. Eager to engage in an environment that enhances and cares for mental development. Passionate about learning new skills and working hard to achieve small and large goals.
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