Devin Edmonds Email & Phone Number

Ruston La

Monroe, Louisiana Area

Monroe, La

Responsibilities:• Perform off-line tasks in direct support of contact center operations. • Clarify customer requirements; probe for and confirm understanding of requirements or problem. • Meet customer requirements in a timely fashion. • Confirm customer understanding of the solutions and provide additional customer education as needed. • Prepare complete and accurate work and update customer file. • Communicate effectively with individuals/teams within the company to ensure high quality and timely expedition of customer requests. • Effectively transfer misdirected customer requests to an appropriate party. Stay current on products, pricing, promotions, procedures, and other important issues. • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. • Participate in activities designed to improve customer satisfaction and business performance. • Utilize own judgment to resolve problems or perform research. • Assist in addressing routine and non-routine customer problems. • Operate computer to key and/or verify a variety of complex information. • Perform tasks that are generally not clearly defined and are not part of a regular workflow cycle. • Other duties, as assigned.

Monroe, Louisiana Area

West Monroe, Louisiana

o Directs quality initiatives by requiring adherence to quality assurance policies and procedureso Monitor phone calls to ensure representatives are following the organization’s protocolso Apply auditing and monitoring techniques within federal and state regulation standardso Interact with various levels of management and staff in conducting interviews and testing internal processo Identify process improvements that lead to cost savings or revenue enhancement opportunitieso Use statistical methods to take a proper sampling of the phone calls and then report the results of the studyo Review and evaluate policies and procedures.o Ensures that all information of confidential nature is held in a secure and confidential method.

Monroe, Louisiana

Part-time employment where i support sales floor associates by doing the following:Assisting with customers picking up merchandise that was ordered online.Retrieving large-item purchases and loading merchandise onto customer's vehicles.Re-stocking out-of-stock items, Assisting customers with merchandise information inqueries.Assisting customers with merchandise location inqueries.Managing merchandise location and storage in the back of house area.Maintaining the overall apearance of the store.

Monroe, Louisiana Area

Responsibilities: • Real time monitoring and response to service levels and AHT feeds• Communicate any critical IEX issues to Workforce Manager, Program Manager and appropriate client personnel• The achievement of service level, adherence, conformance (if applicable), occupancy and AHT goals established by the client• Adherence to the “on call schedule”, to ensure that service levels, AHT feeds are monitored during all hours of operation by Workforce Management together with the Operations team and real time actions are taken to meet client goals• Communication of any adjustment requirements to appropriate team members, i.e. Program Manager, Floor Manager and/or Workforce Manager• Assignment of flexible associate schedules utilizing established WFM software and through an established, consistent and documented process for new hires and conducting shift bids as and when business needs demand• Weekly review of the upcoming week’s schedule to ensure proper staffing and proper communication of schedules occurs to the CSSAs• Administration of the attendance policy including the assignment of occurrences, tracking of time bank, edits to job codes, updates to IEX, approving time off requests, taking all associate call outs and regular audits to ensure that Operations are in compliance with the consistent application of disciplinary actions• Reporting of hourly, daily, weekly, monthly stats for sales, KPIs and other WFM metrics• Completion of the weekly WFM report to deadline• Appropriate scheduling of off-line activities, monitoring and maximizing billable hours per Associate• Attendance of biweekly WFM conference calls and participation in project work as assigned• Maintain a positive attitude and support ACCENT’s Commitment to Excellence• Perform other duties as assigned

Diploma

Electrical Engineering

Electrical Engineering major (DNC)