• Increased efficiency and effectiveness in Agent Trainingo Implemented tools combining multiple reporting sources saving time and improving feedback to agentso Adjust and create reports to increase visibility to agent performance metricso Provided tools in excel to Team Managers across multiple sites to resulting in improved efficiency and effectiveness on multiple accounts• Real Time Queue Managemento Managing agent productivity to ensure SLAs are met. IEX, CMS, and walking the floor• Quality and Performanceo Provide coaching or feedback on any Customer satisfaction surveys within 48 hourso Provide feedback to agents on their performance on a weekly basis• Attendance Management• Attrition Managemento Managing agents up is more cost effective than managing them out• Proactive improvemento By watching trends, listening to agents, and asking “how can we improve” you can solve and even prevent business problems.

As a Level 2 Technician, My primary responsibility is for customer escalations, both for technical and customer service issues. Technical issues include issues with RSA tokens, SAP ERP Software Issues, Active Directory object creation and management, and various technical issues outside the technical knowledge of other agents.In addition to working issues that are escalated from other agents, I also am responsible for managing most of the knowledge specific to the L2 team. I've maintained this knowledge on a SharePoint site to allow easy access to the team, as well as ease of updating knowledge.While working tickets I am regularly responsible for watching the call floor, ensuring call durations remain within contractual objectives as well as managing breaks and lunches to ensure agent availability to meet call volume demands.