SUMMARY:

• Dedicated self - starter with exceptional reporting, database, and business data analyst experience. Excels in developing productive business relationships as well as analyzing data and providing various executive views of sales, call center, and product data. Exhibits excellent presentation and skills.

EXPERIENCE:

Confidential

Specialist

Responsibilities:

• Provided operational L1 and L2 IVR support for NICE InContact contact center solution.
• Troubleshoot and resolved availability issues, routing issues, CTI integration issues and configuration issues.
• Provided user support concerns and addressed system questions.
• Managed and administered user creations and configurations.
• Maintained operational runbooks and configuration workbooks.
• Coordinated with implementation teams for InContact roll outs.
• Provided quality assurance on client deliverables.
• Provided technical and functional expertise to project teams.
• Advised and directed clients on best practices for InContact implementations and optimization of implemented solutions.
• Provided leadership, direction, and project management to ensure successful delivery and operations.
• Ensure IT systems and applications meet the requirements of the businesses and their processes.

Confidential

QA, & IVR Processing MANAGER

Responsibilities:

• Managed global based operational IVR support, QA and for multiple 24/7 global Contact Centers (Remote & Physically based centers).
• Correctional base comprised of over 12 million Friends and Family accounts and 1 million inmate accounts supporting over 6 million inbound calls annually.
• High volume internet sales deposit transactions for account setup which were ecommerce driven from website purchases, mobile apps purchases and IVR deposits (Telecommunications Corporation).
• Operational support for 2,600 prisons nationwide with over 750 million in annual sales (Internet based platform: messaging, video visitation, photo exchange, gaming content, streaming/downloaded movies).
• Enhanced and upgraded programs within the Contact Center to include development of a comprehensive curriculum of courses for a broad range of topics, including department-specific skills/technologies, and general business subject matter, such as customer relationship skills.
• Identified and assessed needs through job analysis, career paths, annual performance appraisals and consultation with Call Center Managers.
• Monitored and evaluated program’s effectiveness of materials and valued such via assessments and surveys to further enhance techniques throughout all product brands and modules.
• Ensured all Call Center Customer Service Representatives (internal GTL employee as well as outsourced call center partners) handled calls in accordance with company guidelines and scripting parameters to ensure legal compliance.
• Responsible for auditing and analyzing invoices totaling over 3 million annually.
• Designed and managed inContact IVR call flows, options and pathways to ensure a positive customer experience and provided associated call reporting inContact ACD platform.
• Collected, analyzed, and used quality assurance scores to control and diagnose root causes and created recommended programs to improve performance.
• Provided superior leadership within QA and teams, hired, and coached 8 employees, and drove high quality performance standards within each department.
• Developed and managed relationships with outsourced vendors (Telat/Global Response) to manage SLAs and performance standards to ensure contractual compliance.
• Assisted with building a customer resolution team with a large emphasis on one call resolution resulting in a 20% decrease in customer complaints.
• Restructured 6 departments through management of 10 supervisors to enhance customer service: Contact Center Operations, Quality Assurance,, Billing Services, Customer Resolution & Workforce.
• Developed enhance processes to increase the effectiveness of the contact centers resulting in a 75% decrease in abandoned call volume and 67% improvement in Average Speed of Answer (ASA).
• Incorporated appropriate CPNI compliance steps where appropriate to meet the needs of our Legal Department to support compliance.

Confidential

CALL CENTER ANALYST

Responsibilities:

• Monitored all ACD call movement and assisted in managing all departmental Contact Center Service level goals to include: Average Speed of Answer, Abandoned calls, Average call handle time, and customer hold time.
• Optimized customer experience by managing market call routing and invoking IVR messaging to support shorter hold times and a more direct path to a one call resolution with the most educated CSR servicing each product line.
• Managed all Contact Center reporting by utilizing inContact to ensure accuracy and correct distribution compliance of call routing
• Managed all communications between inContact (IVR vendor) and the intern GTL project management team.
• Designed and implemented a call center model that delivered superior customer experience while achieving operation efficiency and reasonable cost-to-serve metrics.
• Monitored and assisted Contact Center Managers and CSRs with inContact to mitigate any issues across all regions.
• Supported coaching and initiatives aligned with key departmental/company goals and objectives that ensure customer satisfaction.
• Monitored and analyzed trends across all inbound/outbound calls, email, and chat to identify gaps and areas of opportunity for performance management, effectiveness, process improvement, and the of company goals.
• Monitored and evaluated contacts - collaborated with supervisors, managers, and to maintain a consistent customer experience. Ensured adherence to quality process standards.
• Identified and worked to mitigate potential errors, customer dissatisfaction, fraud, and non-compliance.
• Provided actionable data and feedback - document and communicate gaps and opportunities to Contact Center Management.
• Utilized data analytics and other quality monitoring system tools to prepare monthly manager reports to help facilitate data-driven improvements.
• Conducted and participated in calibration sessions, listening posts, benchmarking sessions and best practice sharing with Contact Center Management Teams.
• Entered, submitted and managed all research documentation for IT tickets to include troubleshooting and investigative processing of issues.

Confidential

WORKFORCE MANAGER

Responsibilities:

• Managed and developed performance of direct reports including coaching and performance reviews.
• Conducted analysis and recommended solutions to improve the performance and efficiency within Operations.
• Coordinated all workforce forecasting, scheduling, intra-day and reporting activities in collaboration with our outsourced call center workforce team.
• Forecasted potential over-staffing/under-staffing conditions and adjusted real-time staffing based on Call Center needs Monitor intra-day call volume to outsourcers to ensure load balancing and compliance of agreed upon forecasted for overtime and voluntary time off (VTO) programs.
• Developed auditing procedures and processes to save over $80,000 annually by creating third-party invoice management tools
• Functioned as the GTL global call center liaison with outsourced venders (Telat/Global Response).
• Created and maintained daily, weekly, monthly, and yearly Sales, Revenue, and Call Center reports for various tiers of management, to include the executive management team. These reports clearly depicted the effectiveness of product launches in various areas as well as illustrating all company product lines, sales, and the relationship to corporate revenue growth trends.
• Maintained inContact, Cisco UCCX, and Workforce Management reports.
• Developed, maintained, and reported on several of our SSIVRs using Studio / InControl and Central / Web Management.
• Translated and recorded all individual prompts for our SSIVRs in both English and Spanish.
• Worked closely with the Product Management to identify and evaluate new products and the impact to the sales, end-users, and the call centers and often functioned as the Project Manager assisting in the roll out of new products and services.
• Managed all Contact Center scheduling components to include back off functions for email support, credit card investigations, and any other research functions that required CSRs to be off-line and not directly servicing telephony-based inquiries.