Anna Polanco

Background

About Anna Polanco

You can't lead unless you inspire. Exceptional results are sustained when teams recognize their strengths and build on opportunities- S. Nokes My experience includes over 20 years of leadership, building high performing teams, while remaining focused on providing exceptional Customer Service. I am privileged to have worked with top leaders in the customer service world, demonstrating a proven track record of reimaging the customer experience. By listening to the voice of the customer, I have learned that organizations and employees can create a thriving company, with a common goal - to transition from good to great. My greatest strength is leading through inspiration, and coaching others to achieve and exceed their career and organizational goals. This approach helps the company overall, as employees feel vested in the success of the company they support, and in the quality of service they provide to external and internal customers. I understand the value of diverse thoughts and ideas, to drive the business forward, while keeping open communication with all levels of management. This keeps everyone on the ‘same page’ and with a clear understanding of results and opportunities, on a daily, weekly and monthly basis. This approach has had a positive impact in my ability to drive big and consistent results and I have been recognized for maintaining exceptional team KPI’s, throughout my career, such as, top 10% national KPI’s, and in the area of customer retention. Most recently, my career moved out of the call center and to a remote support role, as I transitioned to a quality focused position, analyzing call quality, in support of call center operations. This is a national analyst role that includes rating call interactions and provide feedback to agents, reinforcing successes and coaching to areas of opportunities. This is a role requiring the ability to be self-motivated and act as part of a national team, meeting and reporting on daily assignments. My responsibilities also require being a subject matter expert and resource to peers and leadership. Overall, I would like to help companies to experience the benefits of inspirational leadership that I have experienced, first-hand. When your employees feel heard, and your customers have a voice, great results follow, and organizational excellence leads to profitable growth. Expertise: Coaching and development. evaluating quality assurance measurements, professional writing and facilitation, leadership development, performance management, achieving business goals, presentation.