Charles Marvin Email & Phone Number

Long Beach, CA, US

Cypress, CA

 Fully aligned with RTS purpose of delivering exceptional service Motivator of team and of individual analyst success by encouraging analyst self-awareness and self-improvement Find efficiencies (techniques, automation, etc.) to improve work output Provide team scheduling, monthly performance metrics, scorecard analysis Create and interpret OKR, SLA.

Torrance, CA

 Supervised training, performance, and coaching of 20 call center analysts Conducted analysts’ performance measurement by call monitoring, incident audits, survey analysis, reporting  Developed and improved monthly performance matrix scorecards and reports Created and documented policies, procedures & workflow processes  Developed and facilitated.