Business Analyst Resume Profile, VA - Hire IT People

OBJECTIVE:

To further my career in human services or a call center setting where I can utilize my skills and knowledge.

EXPERIENCE:

Business Analyst/Quality Assurance Manager Customer Service Supervisor

Assist clients in understanding child support, their case information and actions taken
Ensure that employees maintained confidentiality as required by Virginia Division of Child Support Enforcement
Manage 33 employees in a fast paced inbound call center
Evaluate metrics and reporting to enhance operations
Monitor and score calls through various methods
Conduct meetings, both in personal and telephonic
Provide detailed feedback to call center agents regarding their call quality
Interview, discipline, and terminate employees
Review employee and call center performance on a weekly, monthly, quarterly and yearly basis
Maintain Access databases and Excel spreadsheets
Develop training materials and deliver monthly refresher trainings to all call center staff
Travel to other Young Williams locations to assist with restructuring Quality Assurance Departments, train management staff, improve call center operations, and train staff on phone systems
Write scripts for Customer Service Representatives to reference while on calls

Confidential

Escalation Specialist/Customer Support

Confidential

Assistant Manager