More than 18 years in a call center environment. Experience ranges from assisting internal and external customers have supervised day to day activities of team members. Manage and coach call center representatives to meet call volume matrix. While working at Sprint and through numerous business restructuring. I moved from Supervisor, to Project Manager and Business Analyst in the last 10 years before being laid off.
Exceptional skills in:
Team Building and Motivating
Microsoft Word and Excel
NGIC 2017 to present
Debbie Hardin – Control Team
Representative – Research and correct account that appear on reports for accuracy and cause. Explain what caused the issue and resolve it.
I create reports to analyze errors and trends to identify system issues, training opportunities and if there is a need to change the criteria on the Control Team Reports.
Sprint Corporation 1998-2017
Business Analyst II / Supervisor / Project Manager I / Customer Service Advocate
In the 18 years I have been employed by Sprint I have numerous positions and responsible.
Business Analyst II - Gather and analyze data to transform and resolve problems, identify and reporting trends. Support business operations by using data to ensure quality service is being delivered.
Supervisor – Manage day to day activities of high volume of 10 to 12 call center representatives. Evaluate performance including monitoring representative’s calls, reviewing telephone activity reports and provide constructive feedback, coaching and training to ensure productivity and department service level standards are met.
Assist representatives in researching and resolving escalated customers concerns.
Project Manager - Create and maintain Access Database. Create Tables, Queries and Macros for specific report generation. Gather, Validate and Analyze data as well as identify and reporting trends.
Gather data an analyze productivity of each representatives. Monitor calls to score calls based on company objectives. As well as take escalated calls and address any customer issue.
Customer Service Advocate - Take inbound calls from customers and handled all of their account needs. Such as ordering and activating equipment, plan changes, billing issues etc.
EDUCATION / TRAINING
Completed 20 hours in Business Management Degree Program, Tarrant County College, Fort Worth, TX
Access 2003, Weatherford Community College, Certificate of Completion
SQL l and SQL ll, University of North Texas, Certificate of Completion