Strategic, customer-focused Analyst bringing initiative,knowledge and support to process improvement. Excels at multi-tasking, oral and written communication, and teamwork.
Recommended process changes to Senior Leadership based on observation of Customer Service Representatives (CSRs); Tracked quality progress using NICE Perform and NICE Analytics; Developed one-on-one coaching program to improve CSR work quality and interdepartmental relations; Facilitated weekly national calibration meetings in person and via teleconference using MS LiveMeeting; Observed CSR interactions with customers via voice and screen recordings and provided encouraging coaching strategies.
Provided excellent customer service and utilized problem-solving skills while handling incoming calls customers;
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