James Cello

Experience

• 

  Awesome OS

  May 2014 - now

  1. Supervises 13 - member experience advocates, ensuring that the works are being done effectively and efficiently on a monthly basis.2. Created Monthly Business Reports on the Key Performance Indicators of the coaches and the overall agent’s scores both in QA and MAX.3. Oversee all the scheduling of coaching sessions and coaching resources.4. Ensures MEA/Coaches 100% compliant relating to the roles and responsibilities through identifying coaching opportunities and strengths.5. Participates and represents the Team in various activities, internal and external meeting both client and corporate based.6. Created process documents on the coaching processes and key performance indicators. Show less 1. Ensures proper procedures are being followed by Fashion Consultants (Product Knowledge, Promotions & Discounts, Account Handling and Notation and Membership Cancellations)2. Always Portray a positive and professional attitude and image to promote the best possible working environment.3. Facilitate learning experiences that equip new and long-term agents to excel in their work environments through expert coaching.4. Mentor, coach and motivate agents towards high productivity, performance and member satisfaction.5. Provide coaching, advice and guidance based on the call evaluation findings, and deliver performance feedback to agents as per accepted business unit best practices.6. Identify emerging trends and analysis of team and process opportunity areas leading to improved customer experience and recommend change to achieve team goals.7. Proactively inform agents and Team Supervisors of future coaching events.8. In periods of excessive call volume, assists by taking inbound member calls or handling member chats.9. When needed, assist with a dynamic range projects key to member experience initiatives and improvements efforts 10. Other tasks or duties as deemed necessary to ensure the success of the coaching department. Show less

  • Account Manager

    May 2022 - now

  • Team Supervior

    Mar 2020 - Jun 2022

  • Sr. Member Experience Specialist - POC

    May 2018 - Jun 2022

  • Quality Assurance Specialist

    Jan 2016 - Jun 2022

  • Coaching Specialist

    May 2014 - Jun 2022