Cathy Morrow Email & Phone Number

Fort Worth, Tx, Us

Fort Worth, Texas, United States

• Managed staffing and skilling adjustments to achieve less than a 3 minute wait time for multiple areas of interactions. Calls/chats/ecases/voice mail/immediate call back/internal transfers• Managed interactions for clients with specific SLA contracts, critical clients and issues. Prioritized interactions as needed, to ensure client satisfaction.• Located process inefficiencies where critical clients were not getting serviced in a timely manner. Suggested process change that reduced wait time from 90 minutes to 1 minute. • Implemented overall schedule suggestions based on seen trends and reports. Improved productivity and reduced wait time.• Monitored real time adherence to deliver reduced wait time and increase productivity. Identified several areas of inefficiencies and implemented process changes. • Monitored real-time interactions, volume and staffing for possible trends and changes to the day. Made skilling adjustments as necessary. • Ran and analyzed reports to locate productivity and scheduling inefficiencies and endure accuracy. Found some interactions not included in the reporting and had them corrected. • Developed and performed training on WFC responsibilities, process and reporting to ensure proper workflow and maintaining client satisfaction in my absence. • Provided daily updates on team progress and collaborated with management on processes through video teleconferencing. • Mentored associates needing direction to help get client to resolution.

Bedford, Texas, United States

• Created schedules to ensure there was proper coverage for all levels of support.• Assisted in interviewing, hiring process, and on-boarding• Tracked and assigned training. • Monitored real-time adherence and interactions to reduce client wait time• Administrator of eTime (attendance tool) for our region making sure associates were paid correctly.• Ranger for Vision and VAS (Value added services) increasing region revenue. Top producing region• Tracked expenses for the region, making sure expenses were in the proper categories• Mentored associates for growth and development• Traveled to Hyderabad, India in order to train their team leads on department processes and tools.

Bedford, Texas, United States

Took incoming interactions on client issues and troubleshot or escalated accordingly. Maintained a manageable workload and adhered to assigned schedule and mentored fellow associates as needed

Course Work

Course Work

High School Diploma