• Analyze agent interactions to identify trends and improve service delivery, enhancing overall client satisfaction • Coach agents on effective call navigation strategies and client interactions, resulting in improved service quality. • Collaborate with supervisors to provide actionable feedback for agent development, boosting agent performance Support training initiatives to enhance agent proficiency, ensuring consistent and high-quality service delivery. •

• Answered inbound calls from county residents, providing information and assistance on various county services and resources • Provided accurate information regarding county programs, services, and regulations • Engaged in community outreach initiatives to inform residents about available county resources • Assisted during emergencies or cruises by providing information and coordinating resources for affected residents • Continuously monitored and improved personal productivity, quality scores, client satisfaction survey scores, and efficiency •

Oversaw the reservation system, managing room availability and ensuring accurate bookingsPrepared and presented reports on front desk performance, guest feedback, and operational metricsScheduled staff shifts, ensuring adequate coverage and efficient operationsConducted regular audits of front desk operations to ensure compliance with company policiesSupervised and mentored front desk staff, providing training, guidance, and performance evaluations

• Monitored and recorded vital signs such as blood pressure, temperature, and pulse as needed • Offered empathy, understanding, and reassurance to clients, addressing their emotional and psychological needs • Communicated effectively with family members, healthcare providers, and other caregivers to ensure continuity of care and address any concerns • Aided patients to perform physical therapy exercises, to help improve their quality of life.