Marcus W.
Learning & Development Coach @Phillips & Cohen Associates
Signup · Get unlimited contacts
WORK HISTORY
Learning & Development Coach @Phillips & Cohen Associates
US
Responsibilities:Evaluate calls & files monthly to define coaching trends and targets.Satisfy client coaching and training request requirements in line with agreed SLA’s.Improve performance in call quality across the business.Analyze & Feedback outputs from our speech analytics solution, with a focus on continuous improvement.Analyze data, identify trends, formulate solutions and create reports.Maintain a customer outcome focused QA reporting solution.Work closely with the L&D management to ensure training material & guidance is up-to-date and create new materials when necessary.Help to develop and maintain call quality guidelines.Identify opportunities for improvement in call quality and create effective solutions.Focus on maximum effectiveness with minimum business interruption.Work closely with Team Managers to support an increase in call quality scores.Conduct regular call quality calibration sessions with appropriate stakeholders.
EDUCATION
Paul M. Hodgson Vocational Technical Highschool
Diploma, Culinary Arts/Chef Training
Southern New Hampshire University
Associate of Arts - AA, Business, Management, Marketing, and Related Support Services
Ashford University
Bachelor's degree, Cyber and Data Security Technology
SKILLS
ABOUT MARCUS W.
As a Learning & Development Coach at Phillips & Cohen Associates, Ltd, I leverage my coaching and analytical skills to improve employee performance, streamlined training curriculum, and customer outcomes in the estates probate and collections industry. With over four years of experience in this domain, I evaluate calls and files, provide feedback, identify trends, create reports, and maintain quality standards across the business.I have a strong passion for learning and growing professionally. This field of study aligns with my interest in enhancing security, solving problems, and improving processes. I am always looking for opportunities to expand my knowledge and skills, and to contribute to the success of my team and organization.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.