Tier 1 Agent -> Supervisor -> Tier 2 Agent
CurrentTier2 Support (5/1 - Present) -Attended daily meetings with the Rapid Response Team to improve processes and pinpoint issues that may be widespreadWeekly meetings with the Help Desk to improve processesResolved inbound web ticketsCreated numerous documents/spreadsheets to facilitate tracking processesHandled PII/PHI adeptlySupervisor(1/11-5/1) -Managed a team of 20 agentsMonitered agent metrics: calls queued, handled, inbound, outbound; tickets… Show more Tier2 Support (5/1 - Present) -Attended daily meetings with the Rapid Response Team to improve processes and pinpoint issues that may be widespreadWeekly meetings with the Help Desk to improve processesResolved inbound web ticketsCreated numerous documents/spreadsheets to facilitate tracking processesHandled PII/PHI adeptlySupervisor(1/11-5/1) -Managed a team of 20 agentsMonitered agent metrics: calls queued, handled, inbound, outbound; tickets queued, handled, inbound; First Call ResolutionPerformed daily Quality AssuranceProvided daily reports on QA, FCR, agent metrics, and other miscellaneous data requested from the clientProvided weekly reports QA, FCR, agent metrics, and other miscellaneous data requested from the clientInterfaced with leadership to integrate new processes Was put in charge of the backlog -1500+ cases brought down to 20+; Backlog is now maintaining at 20Assisted with schedulingWorked in conjunction with client's IT department to improve agents' experiences in Salesforce(IT issues, expanded knowledge base in salesforce, create canned messages to quicken resolution times and reduce errorsDeveloped training/coaching materials for agentsTier1 Agent(9/28-1/10) - Answered high volume inbound callsResolved web/email ticketsProvided stellar customer service and strove to exceed client expectations by proactively looking for system wide issuesUtilized Salesforce and Jira Show less
