Chuck Evans Email & Phone Number

Dublin, Ohio, United States

• Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and team work• Report on call volume, forecasting, resource capacity and efficient staff scheduling to meet service level targets• Coordinated multiple successful projects with the goal of adding value to the organization• Analyzed service level agreements and provided the most efficient strategies to management on how to resolve issues.• Monitored staff phone auxiliary changes (break, lunch, etc.) using Avaya and Genesys Interactive Intelligence. • Make recommendations on staffing needs• Train new and existing team members on various Workforce processes and tasks. • Build and maintain the Help Desk call-tree using Avaya Site Administration. • Extensive reporting using Tableau, IC Business Manager, Verint, Excel.

Dublin, Ohio, United States

• Excellent knowledge of beer customer environments and brewing industry • High skills in building positive customer relationships• Excellent ability to work independently with little or no supervision. • Assisted the Store Managers in day-to-day operations and maintenance of the store.• Facilitated events for tastings and other special events to promote beverages.