This year my team met four out of nine Customer Relations targets. The team met CR Spanish, Call Quality and Personal Time targets. Overall comparison to year to date Customer Relations targets and my team targets, the team met/exceeded expectations. I actively spent time coaching my agents to meet/exceed our targets such as increasing our operational efficiency by reducing their handled talk time, wrap up and hold time while have maintained a positive approach. I’ve focused on agents who required more specific help to ensure their scores improved incrementally. I diligently provided feedback during monthly team meetings by going over the team’s monthly scorecard. I've maintained performance progress in the database for two agents placed
