Teams at CNX

Evaluate inbound/outbound calls, chats, and emails for quality; analyze performance data and close gaps; deliver and maintain training programs and materials; coach agents, measure training effectiveness, and collaborate with Operations, Quality, and client teams to uphold service standards.

Supports program operations through bilingual English/French dealer assistance, claims processing, quality checks, escalations, reporting, and process documentation. Maintains approval workflows, researches inquiries, supports outbound campaigns, resolves issues, and recommends operational improvements. Uses advanced Excel and Power Query to analyze data, automate reports, track performance metrics, validate information, and ensure accuracy. Works independently, manages multiple deadlines, protects confidential information, and adapts to changing business priorities.

Produces and distributes daily, ad hoc, trending, and summary reports. Analyzes reporting data, responds to client inquiries, consults with business leaders, develops and maintains reporting processes, and improves reports using new data sources. Coordinates with project managers, verifies electronic reports, manages production schedules, and supports reporting solutions aligned with customer business goals.