Call Center Contact

CHANDRA R. HILL

**** ****** ******** *****

Ellenwood, Georgia 30294

404-***-**** cell

******@***.***

SUMMARY

Customer Experience and Contact Center management professional with experience in various call center analytical and leadership roles. A results-oriented leader with a wide range of skills including process improvement, systems analysis, research, problem solving and workforce management. Trusted source for strategic direction for optimizing contact center and customer facing service operations through implementation of analytics, metrics and key performance indicators.

PROFESSIONAL EXPERIENCE

The Atlanta Journal-Constitution 2019 - Present

Customer Service Operations Manager

Provide Operational oversight for the Customer Care Contact Center Operations team including Tier 1Vendor Management, Tier 2 Technical Care Operations team and Back Office Operations

Monitor and report on inbound calls, email and chat volumes, metrics, and performance levels

Serve as point of contact for contact center telephony, ACD–IVR system & Zen Desk email system

Manage Back Office & Tier 2 operations to ensure completion of company objectives and service level metrics

Create training documentation for Tier 1, Tier 2, and Back Office Operations as well as scripting for messaging

Monitor and manage cost per transaction and budget compliance for all channels (phone, chat, and email)

Manage business relationships with internal and external business partners (Internal stakeholders, IVR, Tier 1, Telephony vendors)

Develop team via e-learnings, outsourced training and job shadowing of other internal areas

Provide Senior Leadership with regular updates/analysis regarding contact center metrics and KPI’s

Lead projects for call center technology improvements (IVR, telephony and enhancements to systems / programs)

Track and forecast call volume based on historical data and call arrival pattern

Anticipate challenges and/or issues and recommend solutions (scheduling, telephony, chat, email, systems)

Recommend and manage outbound customer contact campaigns to meet or exceed objectives (stop save, EZPay, Upgrade campaigns) as needed to meet company objectives

Cox Media Group/AJC – Shared Services 2013 - 2019

Call Center Analyst

Create and maintain reports for Director, Publishers, and Leadership team regarding Customer Experience Metrics

Monitor queue for call volume patterns & trends. Provide updates throughout the day to the management team

Provide agent productivity stats to Call Center Supervisor and Manager

Create, manage and communicate Weekly Metrics/OKR dashboard for essential objectives, initiatives

Maintain various databases for call volume, email volume and productivity statistics

Troubleshoot system outages. Open ticket with help desk and assist with resolving issue

Subject matter expert on Call Center technology (IVR, telephony and enhancements to systems / programs)

Forecasting call volume based on historical data and call arrival patterns

Comcast 2012 – 2013

Analyst 2 – Forecasting & Analysis

Workforce Management including maintaining accurate staffing data – head count, shrinkage, occupancy, call volume

Capacity Planning, Forecasting, Assumption and Trending Reports

Forecasting for assigned line of business/ region and compare actual vs forecast variances

Document Policy & Procedures

DHS - Office of Child Support Services 2005 - 2012

Operations Analyst 3

Seven years of experience creating and maintaining reports for management team and the client regarding contractual obligations with Nortel. (Virtual Contact Center)

Research & analyze previous day’s activities for SLA obligations. Provide update to Leadership team.

Provide analysis & plan of action, recommendations to management team regarding findings.

Monitor queue for call volume patterns and trends. Create and maintain Dashboard (Excel).

Scheduling/Staffing Needs Analysis (CC Modeler Lite). Schedule Bid, Facilitate team meetings.

Create ad hoc reports as requested by management. Projects as assigned.

Supervise Operations Analyst team.

Start-up Virtual Contact Center

Excel, Power Point, Word, Oracle CRM, CC Modeler Lite, Adobe and GroupWise.

EDUCATION

BSB/A – Bachelor of Science Business/Administration-University of Phoenix, Atlanta, Georgia

Completion date: 7/2004 ~ GPA: 3.46

MBA – Master of Business/Administration-University of Phoenix, Atlanta, Georgia

Completion date: 10/2019 ~ GPA: 3.67

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