Creative, Analytical Professional with 15 years of experience in Contact Center Quality Assurance monitoring, Workforce Management and Analysis. Acts as a Customer advocate, dedicated to ensuring that customer's needs are met and their experience is exceptional. Proficient in quality monitoring and workforce management software packages such as NICE, Calabrio and Verint, as well as Nexidia call analytics software.
business processes, calibration, call center metric analysis, compliance reports, decision-making, quality assurance monitoring, forecasting, leadership, performance analysis, presentations, scheduling, staffing, strategic
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