P. J. Kolemainen
Contractor for Guidehouse @Forrest Solutions
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WORK HISTORY
Contractor for Guidehouse @Forrest Solutions
Monitor Agent chat rooms and provide direction to the appropriate resource so the Agent could locate and provide accurate responses to customer questions. If rapid response needed, provide direct answers to Agent questions.Supervised a team of over 25 Agents and provided short-term oversight for up-to four teams of Agents when needed.Compiled reports of Agent activity used to evaluate quality assurance and customer satisfaction. Conducted one-on-one private trainings to improve on-call efficiency and professionalism and encourage Agents.Oversaw the processing of call escalations for unique or challenging customer situations.Collaborated with management team in daily team huddles to discuss issues and resolutions.Aided in the career development of numerous Agents who were identified as high performers and recruited for increased responsibilities within the organization.Implemented virtual engagement activities to increase connection among team members.
EDUCATION
Keiser University-Ft Lauderdale
Bachelor’s Degree, Legal Studies, General
Keiser University-Ft Lauderdale
Master’s Degree, Psychology
Leadership Team Development
Business and Life Coaching
SKILLS
ABOUT P. J. KOLEMAINEN
I have a background in law and psychology. I love working with good people and doing all I can to improve the lives of those around me!
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