Amberly Smith Email and Phone Number

Call center professional with 16 years of experience with both internal and outsource sites. Knowledge and skills include: Operations, Quality and Training, Onboarding, Project Management and Client Launch. I have excellent problem solving and interpersonal skills that allows me to build and lead teams that excel at customer service.

Maximus, August 16, 2013 – February 28, 2015Quality Task Force – SupervisorEstablished Quality department including SOPs, Processes and reporting while integrating client and CMS contractual requirements.Trained new Supervisors on coaching methods and evaluating CSR quality performance within CMS quality standards.Delivered training to new hire classes on call flow model and quality objectives.Responsible for presentations delivered during CMS and client audits that show cased department achievements and proposed essential changes.Audited supervisors for score variance.Developed and lead special projects that focused on trending and recognition.Increased site quality rank from 15th in project to 3rd. Developed processes to improve proficiency and meet SLAs including raising coaching completion percentage from 56% to 98%SupervisorProvided supervision, development, and coaching to agents including maintaining records and behavior focused, collaborative coachingDelivered training to new hire classes on objectives, metrics and policyActed as Point of Contact on multiple projects for management team including Safety and Technical IssuesProvided evaluation, feedback and support to all levels of managementAided the successful launch of Marketplace contract

• Facilitated collaboration sessions to further develop skills of supervisors and increase quality of overall coaching provided to front line agents• Developed and delivered training to new hire classes on quality metrics and objectives• Audited documentation completed by supervisors to reinforce client expectations around policies and procedures• Provided evaluation, feedback and support to all levels of management• Provided supervision, development, and coaching to new agents as a supervisor in transition, including coaching surveys, maintaining records and behavior focused, collaborative coaching • Acted as Training Assistant for three classes, including acting as full trainer for a class of 21 when instructor left the company