• Work with supervisors and agents to schedule needed training• Monitor RTA and update agent schedules• Make necessary changes to scheduling for trainings, meetings, and coachings• Provide reporting to Operations for quality, adherence, and compliance• Pull daily and weekly reports from SQL• Analyze data compiled in reports and provide trending analysis• Compile report data and manually enter inventory totals into reports for operations/executives• Create tracking reports/spreadsheets and update data to provide trending• Track areas of concern and report to operations items of interest• Provide timely communication to WFM team and operations• Meet with team members to collaborate on ideas and analyze data and trending areas• Create and reformat spreadsheets for tracking data, keeping staffing data, and inventory totals• Update and analyze staffing counts and training totals• Communicate with supervisors on changes made to teams and staffing/training of teams• Attend weekly and bi-weekly meetings to provide changes, trending, areas of concern, and progress made in the inventory, claims, and staffing• Monitor customer service agent call performance, auxiliary states, adherence, and attendance• Provide performance data to supervisors based on tracking reports for coaching opportunities• Create automations and macros within reports and spreadsheets to maximize time efficiencies

• Moderate Facebook comments made by customers for Walmart• Assist Walmart customers with general questions, responding via Facebook, Twitter, Instagram, and YouTube• Communicated with Walmart customers regarding escalated issues via Facebook Messenger• Promoted improved Walmart brand reputation by responding to customers with positive replies• Escalated issues to upper management that were unable to be resolved through Facebook Messenger• Removed negative comments that broke the terms of use policies for Facebook, Instagram, and YouTube, as well as watched for trending issues that increased traffic• Moderate and respond to Facebook, Twitter, Instagram, YouTube, LinkedIn, and Google+ posts for Cancer Treatment Centers of America hospitals• Moderate and respond to Facebook, Twitter, Instagram, and Google+ posts for CBR (Cord Blood Registry)• Moderate and respond to Facebook and Twitter posts for AMAG (Intrarosa and Vyleesi) pharmaceutical

• Life Coach for 160 agents during training, OJT, and production• Assisted agents with payroll issues, scheduling changes, and general needs and questions about Sykes• Assisted agents and Human Resources with LOA and ADA accommodation requests and processed related paperwork and communication• Entered manual payroll for agents and adjusted hours worked due to errors, or technical issues• Monitored and tracked agent’s attendance, and attrition, and provided information on absenteeism• Engaged with agents daily regarding their attendance and found creative solutions to decrease absenteeism and retain talent• Created detailed excel spreadsheets and google sheets for reporting and tracking metrics, absenteeism, time bank balances, etc• Assisted agents with personal issues that affected their ability to work and communicated with management regarding creative solutions to improve work-life balance and work metrics• Advocated on agent’s behalf to ensure their success• Provided assurance when needed and kept all agent concerns confidential• Provided emotional support during multiple ramp-downs to increase morale• Assisted agents who were a part of ramp-downs with job placement through communication with recruiting• Assisted agents on demand via phone, chat, email, and text as needed

• Handled incoming calls, chats, and emails from customers and provided general and technical assistance• Advanced customer issues and followed up on resolution when appropriate• Developed proactive methods of assisting customers with possible future issues• Maintained and exceeded program metric goals for AHT, ACW, QA, and FCR• Followed company and program policies to ensure the customer’s account privacy

• Life Coach for 140 seasonal new hire agents during training, OJT, and production• Assisted agents with payroll issues, scheduling changes, and general needs and questions about program• Entered manual payroll for agents and adjusted hours worked due to error, or technical issues.• Assisted agents with technical issues• Created guides, walk-throughs, and job aids to assist them in using their tools• Monitored and tracked agent’s attendance and provided information on absenteeism.• Communicated with agents daily regarding their attendance• Assisted agent’s with personal issues that affected their ability to work• Communicated with WFM, LOA, Payroll, and HR on agent’s behalf• Advocated on agent’s behalf to ensure their success• Provided assurance when needed and kept all agent concerns confidential• Assisted agents on demand seven days a week from morning to night

• Provided classroom training for New Hire agents/CCP’s and up-skill training for current agents/CCP’s• Provided in-depth technical support for agents and new hire’s during training and production and assisted in resolving technical issues in a timely manner• Submitted/entered accurate payroll entries for learners/new agents during training

• Provide coaching for agents/CCP’s according to Quality guidelines• Completed daily shift reports on agents/CCP’s performance, coaching done, and any issues during shift• Completed daily Q&A Trackers for agent questions/concerns in Adobe chat and compiled information on issues• Monitored chat and provided guidance for agents as well as answering questions relating to client products, correct resolution, and how to• Developed and created guides, how to’s, and other material to assist agents/CCP’s in successful call resolution and understanding of tools• Managed Coaching Team, set and monitored goals for agents to improve productivity and metrics/QA’s• Opened and managed Adobe meeting rooms• Created Excel spreadsheets and compiled information for agent statistics, metrics, QA’s while tracking progress and improvements• Developed new ideas for training and coaching agents• Assisted agents, coaches, life coaches, and facilitators with computer problems and technical issues

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints• Assisted other co-workers in chat with questions, how to information, procedures, and technical pc and internet issues• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken• Check to ensure that appropriate changes were made to resolve customers' problems• Refer unresolved customer grievances to designated departments for further investigation• Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills• Confer with customers to determine the nature of problems or to explain troubleshooting• Instruct customers on the safe and proper use of equipment• Schedule service calls to repair equipment in customers' homes• Assist customers with technical support and how to instruction• Assist customers with program changes and upgrading equipment