Bernice Chickery Email & Phone Number

10 years experience in the Utilities and Customer Care industry. Current responsibilities include curriculum assessment and management, facilitation of Contact Center training, and onboarding new hires to ensure they’re equipped with the necessary tools and resources to help them seamlessly acclimate to their role. Responsible for providing coaching and development for new and existing employees on call handling procedures with a goal of identifying strengths and opportunities for existing employees and develop solutions to improve performance.Support delivery of learning services by increasing the use of technology, implementing best practices and driving continuous improvement. Accomplishments:• Consistently worked to improve the development of customer service representatives, including implementing an interactive New Hire Quality Training presentation • Advocated for program enhancements including training and content creation software like Articulate 360, Animaker, and WellSaid AI• Created and implemented Quality Assurance program’s first playbook for future new-hire onboarding• Project Manager for the onboarding of companies first off shore contact center vendor

Core Responsibilities• Complete Quality Evaluations to identify adequacies, potential knowledge & training gaps, and process improvement opportunities.• Develop process and program initiatives, analyze data trends and present findings to upper management.• Facilitate communications, weekly team meetings, schedule reviews, and calibration activities• Monitor performance against service level agreements and performance standards, initiating improvement actions when opportunities are identified• Develop and conduct quality-related trainings• Contribute to the advancement of Avangrid policies and procedure by promoting a compliant company culture.• Promote best practice sharing within business units and across OpCos.• Subject matter expert on UI customer service as well as credit & collections procedures.• Perform other related tasks and projects as required.

Education record

Business Administration And Management, General

Education record