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.

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.
• 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.

Columbia, South Carolina Area

Columbia, South Carolina Area