Charles Felsberg Email & Phone Number

San Diego Metropolitan Area

o Collaborated with management to identify language patterns of top performers, resulting in increased loan sales for underperforming agentso Designed and executed Customer Service Customer Experience scores for agent monitoring, enhancing customer service qualityo Developed agent-based payment options 'pitch' and Stalls_Objections scorecards across various lines of business, leading to improved sales strategieso Implemented Hierarchy Dashboards for department managers, facilitating better decision-makingo Tracked and reported weekly mining usage hours to key stakeholders, ensuring optimal tool utilization

New York City Metropolitan Area

● Created, implemented, and distributed compliance scoring disclosures throughout 14 contact center partners in inbound/outbound sales, inbound customer care and message/web chat departments● Created, implemented, and distributed outlier programming reporting throughout compliance and customer advocacy departments● Assisted on-boarding process of new vendors/sites of voice recordings to CallMiner and its API platform● Created and produced analysis reporting based on intake requests from various departments; average handle time (AHT), customer satisfaction (CSAT), voice of the customer (VOC) and voice of the employee (VOE) timing analysis, and customer sentiment based on social media with minimum 80% confidence build rate● Created and produced Tableau reports and dashboards to stakeholders● Presented KPI, ROI, and other analysis to stakeholders up to executive management

Columbia, South Carolina Area

Columbia, South Carolina Area

Columbia, South Carolina Area

Project manager responsible for implementation, usage, and continued education of CallMiner speech analytic software package - Eureka, myEureka and EurekaLive. Constructs and maintains searches/reports in post-call analytics regarding compliance, CSAT, KPI and/or ROI for reporting and recommendation to all levels of management, including sponsor executives and stakeholders.Construct and maintain scorecards for root cause analysis and agent feedback.Supervisor and monitor Speech Analytics team to ensure posted scores are accurate, objective, unbiased and timely completed.Effectively coordinate audit form criteria, scoring or other operational changes with the respective department management.Maintain a thorough understanding of each department’s audit and criteria and step in and complete audits when necessary.

Columbia, South Carolina Area

Columbia, South Carolina Area